Production Incident Specialist

Within Société Générale Global Solution Center, you will join the Insurance IT team. Société Générale Insurance offers a full range of products and services to meet the needs of individual, professional, and corporate clients in Life Insurance Savings, Retirement Savings and Personal Protection.The insurance field is made up of more than a hundred applications covering the management of the personal and property insurance activities of the Insurance Business Line.

The “IT Production” Department is responsible for managing the proper functioning of IT production for the Insurance businesses.

It provides support and technical assistance within its scope of intervention Application Management and the management of the operation of the IS as well as the technological transformation of the IS France.

In this context, the main challenges of the Production Stability service are:

• Stability in production of French IT services in support of Insurance Divisions, distributors, and partners,
• Control of incident stock,
• Reducing the incoming flow of incidents through effective problem management,
• Regular analysis of incidents to identify structural actions for continuous improvement.

The Production Incident Specialist processes transmitted malfunctions, monitors identified incidents, analyzes the data, and suggests areas for improvement in the process within its scope of applications. He is the insurance correspondent for the professions but also for other non- insurance services (infra, partners) involved in incident management.

• Number of incidents: Average of 100 incidents per week, including around 15 priorities (P1/P2)
• Level of Sensitivity of the position: Very Strong

The responsibilities expected for this role are managed in the operation security team.

Apply the incident management process:

•  Record, analyse, measure the impact by collecting the necessary elements, determine the right level of priority;
• Communicate with the professions concerned at each stage of the incident;
• Organize and lead meetings to coordinate the resolution of the incident with all stakeholders;
• Check and validate the data relating to each incident: root cause, proven impact, etc.
• Follow incident action plans (including recovery treatment);
• Carry out queries (when possible) to collect information or output volumetrics;
• Carry out application controls;
• Manage the back office of its application/business scope: analysis and monitoring of stock (including reminders);
• Lead operational Incident committees;
• Provide support for the analysis and production of incident indicators;
• Participate in the presentation of projects that impact its application scope;
• Coordinate the daily weather and manage that of the versions;
• Manage alerts from supervision sentinels;
• Write postmortems;
• Support new employees;
• Eventually, ensure on-call nights, weekends, and public holidays;

The incident manager may be required to carry out all types of activities to guarantee continuity of service.

• Strong technical expertise (systems and network) and management of missions and technical projects;
• Customer orientation and sense of service, cooperation, and team spirit;
• Good knowledge of Windows workstation, Microsoft software;
• Ability to step back;
• Spirit of synthesis and analysis;
• Analytical and team spirit;
• Rigor, Versatility, Sense of service and responsibility;
• Ability to manage stress, take a step back, manage unforeseen events and emergencies, investigate, anticipate;
• Ability to lead a multi-departmental meeting;
• Manage difficult situations;
• Carry out your activity independently;
• Be a source of suggestions throughout the entire activity;
• Ability to write communications and meeting minutes;
• Ability to write expressions of needs;
• Know how to present your activity;
• Know the attributions, roles and responsibilities of your team and the main departments;
• Know the overall strategy of the service;
• University in Computer Science;
• 5 years of professional experience in incident management minimum with good knowledge of information systems or its equivalent in professional experience;
• ITIL Foundation V4 required;
• Very good level in English and French (oral fluency required);
• Have knowledge in the field of insurance (claims, foresight, damage, etc.).

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.

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; 
• 9-to-5 workday & 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 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 daily and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved.

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.