The department acts as the operational interface between Asset Management and Technology and is the primary point of contact for Amundi’s SaaS platforms, ALTO Investment and ALTO Wealth. We serve both external and internal clients as well as colleagues across the organisation. Key responsibilities include coordinating with our Tech Hubs in Paris and Dublin, providing first‑line user and customer support, and supporting platform‑related commercial activities (preparation, delivery and follow‑up of demonstrations, onboarding and sales engagements). The team is also responsible for customer success tasks such as training, incident escalation, and feedback coordination with Product and Development.
The VIE will provide business and first‑line support for external clients and local end users of Amundi’s ALTO Wealth & ALTO Investment platforms. He/she/they will coordinate closely with Central Europe and Global teams in Paris and Dublin to ensure timely resolution of Jira tickets and platform issues reported by clients and the Munich teams — either independently or with support from HUB experts.
Key Responsibilities
* Serve as first‑line support for Amundi Wealth & Distribution and Investment platforms: intake, triage, basic troubleshooting and resolution or escalation.
* Own and maintain the local Jira dashboard and manage the ticket lifecycle for the local entity.
* Provide regular KPI reports and status updates to the local manager to ensure visibility on workload and service levels.
* Coordinate with Tech Hubs in Paris and Dublin and with other Amundi IT teams to resolve incidents and implement fixes or improvements.
* Manage system and incident control processes, document incidents, perform follow‑up and support root‑cause analysis.
* Participate in application rollouts (UAT, go‑live support, post‑go‑live monitoring) and perform IT system unit testing as required.
* Support small local application development tasks and collaborate with developers and product owners on enhancements.
* Assist business user teams with business process implementations or system changes, including potential use of the internal AI platform.
* Deliver end‑user training, create user guides and knowledge base articles when needed.
* Continuously assess and improve the support process; document and standardize procedures and handovers.
* Represent Amundi Germany in technology committees and support project work, including preparation of market analyses and ad‑hoc investigations.
* Provide business insights and technical expertise across sites and actively identify opportunities for process and service improvements.
Reporting & Development
* Reports to the local manager (Munich).
* Cross‑border collaboration with Paris and Dublin Tech Hubs; opportunity to gain broad operational, technical and product experience across Amundi’s platforms.
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Standort
Crédit Agricole Group, Munich