Job Description:
- Ensure 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 tasksEnsures sanity checks are performed (morning, evening) and on-calls duty
Contributes to change requests, urgent data modifications and executions
Escalates issues if need be, but remains the main point of contact for the user
- Pushes for sustainable resolutions and sustain knowledge managementIn 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 stakeholders.
May extend his activities to complementary tasks like Testing or BA if part of the squad.
- Must have skllls as Good communicator, who can transalate technical issues in Simple language which is understantable and relatable with Business and Operations.
Required Skills
- 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.
- Experience in leading transformation/Implementation for Monitoring tools & Automation.
- Strong experience in communicating and managing Operations & Business.
- Problem-Solving mindset with orientation towards Continues Improvement.
- Must have prior experience in leading team and aligning with Management.
- Functional knowledge of similar kinds
EA License Number : 11C4879
