Incident Coordinator with French

Within the Société Générale Group, GTPS offers a complete and integrated range of services based on the expertise of Transaction Banking and Payments Services.

GFL is the flow management department within GTPS.

The Incident Coordination Unit (CCI) is a major cross-functional function within GFL's business lines, responsible for supporting operational teams in the management and communication of incidents in collaboration with different kind of partner as technical control towers, Buiness Lines but also transversal department like Risk and compliance teams.The service also has a role of guarantor and optimization of processes to constantly improve the proper routing of flows through the Information System.

What you will do:

• Manage payment incidents by ensuring the presence of the right stakeholders as quickly as possible and maintaining proper communication with all partners.

• Be the spokesperson for the GTPS professions during production instances, by arbitrating priorities if needed and identifying impacts and risks.

• Ensures that GFL's needs for the incident system are reported.

• Establish a privileged link with GTB business lines to fully understand their needs

• Identify and implement actions that will mark an improvement in the perception of incidents

• Work in strong collaboration with GBSU to inform the customer vision at the heart of incident processes

• GFL Incident Coordinator is the entry point both from the point of view of change and its operational implementation.

• Produce documents outlining incident protocols.

• Prioritize incidents according to their urgency and fluence in the business

• Provide support and functional facilitation to team members on processes and change management for the Incident Management project.

• Detect needs on behalf of GFL regarding stability and robustness and ensure their monitoring by the technical teams.

• Communicate with management if a major impact for the client are highlighted.

• Interact with users who open IT support tickets throughout the incident lifecycle , from initial impact assessment to follow up after the incident is closed.

• Log all incidents and their resolution to identify and prevent recurring malfunctions.

• Proficiency in incident response infrastructure, ITIL, metrics, production environment, incident reports, technical issues;

• Ability to analyze a high volume of data to identify solutions while working in a high –pressure and fast-paced environment;

• Autonomy, curiosity, pedagogy, openness to others, adaptability, interpersonal skills, proactivity, customer satisfaction orientation, excellent communication skills, ability to negotiate and understand issues (customers, business, organizational), sensitivity to operational risk;

• Proven problem-solving and analytical skills;

• Ability to handle major incidents swiftly and judiciously;

• Team player and leader who can also work independently when needed;

• A good level of English/French (B2+/C1);

• Relevant experience in IT service management, particularly in incident or problem management, is highly valued;

• Certifications in ITIL or other service management frameworks can be a significant advantage depending on your required skill level;

• Good knowledge of GTB products such as payment methods and information systems linked to GTPS activity is an advantage.

SG GSC is a Great Place to Work® certified company. Here, you will find a flexible workplace and culture, autonomy, constant learning opportunities, dynamism, and talented people, making this experience a real career accelerator. You will also discover all the diversity of our businesses, in a sector that is constantly evolving and innovating.

If you feel like ambitiously pursuing your goals, then you have come to the right place.

Plus, you will enjoy all our benefits:

• competitive compensation & remuneration, including annual performance bonus;
• preventive healthcare plan, and group health & life insurance;
• wide range of flexible benefits within a monthly budget;
• office perks, wellbeing and mental health programs;
• various social benefits and bonuses for personal or family events;
• work schedule 08h30-19h30/8h shifts by rotation& flexible working environment (hybrid); 
• additional paid and unpaid time off, including Sabbatical leave;
• learning and growth opportunities based on individual development and career plans;
• unlimited access to various eLearning resources.

We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.

We are an equal opportunities employer, and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organization, or any other characteristic that could be subject to discrimination.