Specialist Software Engineer - French Support ITIL

• Key Responsibilities :

• French skills (Read, Write and Speak) is a must

• Ability to Resolve Incidents, Requests and Problems. Good Hands on with unity tool or similar Ticket Management Tool. Analyse the problem and co-ordinate with other teams to fix the issue. Good Exposure to ITIL Process (Change Management, Release Management, Problem Management, etc). Follow documented Incident Management process. Good Exposure to Upstream and Downstream applications. Own the issue and drive till closure. Support Weekend activities (If Required).

• Proactive support in incident, Problem and Change management. 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); 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, Postmortem preparation,

• Support New joiners,  Eventually, ensure on-call nights, weekends, and public holidays.

• Required Skills

• ·       Proven Experience in working with a global production support team. Should have excellent communication, interpersonal skills and be a team player.

• ·       Excellent Problem Solving and Analytical Skills. Experience working in ITIL driven environment. Understanding of Support methodologies.

• ·       Good to have some technical exposure to different monitoring tools

• ·       Flexibility in work in Shift and On call duty during non-business hours

• Specific Context

• The Team is responsible for managing the proper functioning of IT production for CFT applications. It provides support and technical assistance within its scope of intervention Application Management and other control tower to ensure that all activities handled without any dip in the Quality of data

• Experienced at managing escalations and major incidents, taking charge of the incident bridge, driving the incident bridge as well as the stakeholder communication.

• As an Incident Manager, you will be the first point of escalation and will be responsible for managing the incident within the agreed service levels. If deemed a major, you will initiate the major incident process, engage the appropriate teams and follow through with effective communications till the end of the incident.

The Team is responsible for managing the proper functioning of IT production for CFT applications. It provides support and technical assistance within its scope of intervention Application Management and other control tower to ensure that all activities handled without any dip in the Quality of data

Experience Level : 3 - 6 Years

Key Responsibilities :

Ability to Resolve Incidents, Requests and Problems. Good Hands on with unity tool or similar Ticket Management Tool. Analyse the problem and co-ordinate with other teams to fix the issue. Good Exposure to ITIL Process (Change Management, Release Management, Problem Management, etc). Follow documented Incident Management process. Good Exposure to Upstream and Downstream applications. Own the issue and drive till closure. Support Weekend activities (If Required).

Proactive support in incident, Problem and Change management. 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); 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, Postmortem preparation,

Support New joiners,  Eventually, ensure on-call nights, weekends, and public holidays.

Required Skills

·       Proven Experience in working with a global production support team. Should have excellent communication, interpersonal skills and be a team player.

·       Excellent Problem Solving and Analytical Skills. Experience working in ITIL driven environment. Understanding of Support methodologies.

·       Good to have some technical exposure to different monitoring tools

·       Flexibility in work in Shift and On call duty during non-business hours

Specific Context

The Team is responsible for managing the proper functioning of IT production for CFT applications. It provides support and technical assistance within its scope of intervention Application Management and other control tower to ensure that all activities handled without any dip in the Quality of data

Experienced at managing escalations and major incidents, taking charge of the incident bridge, driving the incident bridge as well as the stakeholder communication.

As an Incident Manager, you will be the first point of escalation and will be responsible for managing the incident within the agreed service levels. If deemed a major, you will initiate the major incident process, engage the appropriate teams and follow through with effective communications till the end of the incident.

French skills (Read, Write and Speak) is a must

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