Consultant Software Engineer

As DRE operations leader within GTS you are responsible for managing service levels, quality, (internal) client needs and expectations, relations, experience, satisfaction, and promoting client adoption of DRE transformations. You will serve as a singular point of leadership for clients, aiding them derive maximum value from the DRE setup

** This role is supporting clients both on our traditional and cloud AaS database platforms, so the individual will have to demonstrate a technology affinity to be successful herein **

Overall Responsibilities include:

-          Build, manage, drive client relations and satisfaction across defined perimeters

-         Lead ITIL processes in DRE

o   Change: Act as process officer, prepare & lead change management boards

o   Incidents: Manage P0/P1/P2 incidents (communication, decision making during troubleshooting, escalation, perform RCAs and publish postmortems)

o   Problems: track & report progress

-          Define, plan, and manage service roadmaps for perimeter in line with client needs and DRE transformation

-          Work with clients, chapters to continually evolve service model, per strategic / client needs and industry changes

-          Serve as the primary point of client contact for service levels and issues - traditional and cloud

-          Help address client requests, escalations, issues etc., and proactively head off negative service trends

-          Voice of the client: Summarize, provide critical analysis to top client issues – plan, implement improvements adhoc and across review cycles

-          Drive promotion, adoption of GTS (infrastructure) strategy across clients (open source, DRE AaS platform etc.)

-          Responsible for quality of service and service level performance promised by DRE team, including tracking,

reviewing, and reporting to clients and management

-          Engage closely with PMO, chapters, and clients around delivery of relevant projects per CSLAs / contracts

-          Create, update, maintain relevant service delivery management documentation

-          Track, review, and report achievements around relevant perimeter to client and management

-          Responsible for working with clients, chapters to continually innovate and optimize across perimeter

-          Oversee of incidents, requests, problems, changes, and platform services – in close alignment with chapters

-          Review, report on operational and service KPIs across perimeter; engage closely with chapters to address

-          Communicate, follow-up on service interruptions, RCAs, action plans, trends and analysis, issues etc.

-          Engage with stakeholders to drive security and audit compliance, reviews, reporting, and follow-up actions

-          Review, analyze, report, and follow-up around areas of problem, incident / RCA, change, service request, service level metrics, security management, audit readiness, obsolescence mgmt., contract mgmt., license and inventory mgmt., financial mgmt., operational trending analysis, etc. - ensuring service delivery per commitments / CSLAs

-          Strong sense of autonomy and drive to succeed in a fast paced, geographically distributed environment

-          Strong oral (speaking, listening, interpretation) and written communication skills

-          Extensive experience working in infrastructure services, ideally database services

-          Experience working on cloud based AaS platforms, ideally database systems

-          Strong problem-solving skills, especially around technical areas

-          Strong skills in technical analysis, reporting, and insights - ability to dive into numbers and seek to understand

-          Demonstrated experience leading / managing technical projects across large environments

-          Extensive experience working coherently with large, globally distributed teams and clientele (external / internal)

-          Demonstrated experience managing and driving client experience, satisfaction, and service quality levels

-          Decent knowledge / experience around agile practices such as kanban, scrum etc.

-          Demonstrated history delivering results in large, cross functional environments - ability to drive change

using sound reasoning backed up by relevant data

Preferred Qualifications

-          ITIL certification(s)

-          Knowledge and / or certification(s) on Six Sigma / Lean Processes

-          Project management certification(s), ideally agile based

-          Ideal if candidate has basic cloud certifications / training

-          Good technical grasp of databases and systems

-          Good understanding of cloud based (database preferably) AaS platforms

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA. If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

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