TotalEnergies Mobility Services International Ltd (TEMSI) is a tech subsidiary of the TotalEnergies company based in Mauritius. We are approximately 100 employees thriving to innovate, develop and maintain the Company's software solutions. More specifically, we work closely with various Marketing & Services subsidiaries to develop Mobility oriented solutions.

The Operations Analyst will be responsible for delivering prompt and effective customer support by diagnosing and resolving technical issues, ensuring compliance with operational standards, and contributing to continuous improvement in service delivery, documentation, and crisis management.

RESPONSIBILITIES AND DUTIES
Customer Support & Communication
Serve as the main point of contact for L1 support and affiliate back-office managers for complex issues that cannot be handled at L1 level.
Diagnose and troubleshoot technical issues, providing clear, effective, and timely solutions.
Document all customer interactions, investigations, and resolutions in the support ticketing system.
Follow up on unresolved issues to ensure timely resolution, customer satisfaction, and SLA compliance.
Handle escalated customer complaints and complex technical problems, ensuring clear communication throughout the resolution process.
Monitor support ticket queues assigned to self and ensure timely responses to customer inquiries.
Maintain support tools and systems for efficient issue tracking and resolution.
Ensure compliance with service level agreements (SLAs) and customer service policies.
Take ownership of issues from reception to resolution, keeping all stakeholders informed of progress.


Autonomous Troubleshooting
Write and execute SQL (and where applicable NoSQL) queries for data investigation, correction, and triage.
Perform read-only diagnostics to investigate data discrepancies, reconcile records, and answer customer questions backed by data.
Execute controlled data-fix scripts following established change-control procedures.
Analyze application and system logs using tools such as Grafana or equivalent to identify root causes.
Use existing dashboards and alerts to proactively detect issues and, where possible, create simple custom queries or views to help the team.
Inspect API payloads, HTTP requests/responses, and browser network traffic using tools such as Postman or other browser dev tools.
Trace transactions across integrated systems to isolate where an issue originates before escalating.
Use or adapt simple scripts (e.g., Python, Bash, or PowerShell) to automate recurring support tasks, data extractions, and health checks.
Comfortable modifying and running existing scripts independently.
Perform basic infrastructure and network checks (connectivity, certificates, service status, environment health).
Comfortable navigating Linux/Windows environments to gather diagnostic information.
Accountable for releases on pre-production and production environments where applicable.
Validate release health and report any anomalies to the relevant teams.

Teamwork & Communication
Act as the technical bridge between L1 support and the development/DevOps/expertise teams.
Provide guidance, coaching, and mentorship to L1 support team members — helping them grow their product knowledge and resolve more issues at their level.
Conduct regular training sessions and knowledge-sharing sessions on new products, features, tools, or common technical issues for the support team.
Build strong working relationships with stakeholders (L1 support, Business Process Managers, product, development, DevOps) to ensure needs are met and issues are addressed promptly.
Communicate clearly and empathetically — adapting messages appropriately for technical and non-technical audiences.

Key Result Areas
Ensure follow-up with L1 support on TEMSI’s fleet management solution for affiliates.
Ensure L2 technical support for affiliates.
Ensure compliance with each affiliate's regulatory requirements while making changes in the system.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams (Development, Expertise, DevOps).
Reduce the volume of tickets unnecessarily escalated to development by increasing L2 technical self-sufficiency.

Operational Excellence
Escalate customer-reported bugs and feature requests to the appropriate teams (development, testing, product owner, etc.) — providing clear reproduction steps, logs, and diagnostic evidence.
Develop and update support documentation, knowledge base articles, and troubleshooting guides for the L1 and L2 teams.
Act as a point of contact for L1 support and Business Process Managers for complex issues.
Participate in training sessions on new products, features, or technologies.
Take part in cross-departmental meetings to communicate customer feedback and advocate for customer needs.
Analyze customer feedback and support data to identify recurring issues and recommend proactive solutions.

SKILLS, QUALIFICATIONS & EXPERIENCE 
Degree in Computer Science or equivalent experience required.
3-5 years of experience in technical support, application support or other customer-oriented services.
Proven experience supporting enterprise software applications.
Excellent written and verbal communication skills in English and French.
Solid working knowledge of SQL (mandatory).
Familiarity with REST APIs, HTTP, JSON, and tools such as Postman or browser dev tools.
Ability to run, adapt, and understand basic scripts (Python, Bash, or PowerShell).
Comfortable navigating Linux/Windows command line for diagnostics.
Basic understanding of networking concepts (DNS, TLS/SSL, connectivity troubleshooting).
Exposure to cloud environments and CI/CD concepts is a plus.
Strong customer-service orientation and empathy.
Ability to explain technical concepts clearly to non-technical stakeholders.