Job Description:
- Manages user requests & incidents in a timely manner.
- Prioritizes User requests based on their urgency, their criticality and their context.
- Ensure all incidents investigation and follow-up in case of third-party / vendor involvement, communication and pushes for resolution including workaround identification.
- Ensures adequate and efficient communications toward users, senior management and other IT stakeholders during incident management process (major or minor).
- Ensures Daily support tasks.
- Ensures sanity checks are performed (morning, evening) and on-calls duty.
- Contributes to change requests, urgent data modifications and INTPRODs executions.
- Escalates issues if need be, but remains the main point of contact for the user.
- Pushes for sustainable resolutions and sustain knowledge management.
- In case of Incident, ensures root cause is properly identified and remediation actions defined and prioritized (Problem Management).
- Contributes to major incident reports and post-mortems when required.
- In case of recurrent Request/incidents, pushes for the creation of a Feature Development/bugfix, or automation.
- Keeps the support documentation up-to-date.
- Acts as the IT Run preferred communication channel with all stakeholders.
- Contributes to Major events (BCP, Disaster recovery, Production interventions, etc.) synchronizing with other Support engineers, Users, and CAGIP stakeholders.
- May extend his activities to complementary tasks like Testing or BA if part of the squad.
- Incident communication.
- Problem follow-up.
- Transversal coordination of key initiatives.
- Must have skllls as Good communicator, who can transalate technical issues in Simple language which is understantable and relatable with Business and Operations.
Requirements:
- Solution oriented, business focused with a mindset to constantly improve production quality and stability.
- Have basic technical skills e.g. SQL, Unix, Microservices, CI/CD tolls etc.
- Excellent analytical skills.
- Ability to multi task and manage stress while maintaining empathy for end users.
- Exposure to Monitoring tools & Automation.
- Good communicator and have managed Operations & Business.
- Problem-Solving mindset with orientation towards Continues Improvement.
- Functional knowledge of similar kinds.
- The candidate should have minimum 4 year’s experience in application support, with exposure in Banking industry (is a plus).
