Specialist Software Engineer -ITIL With Windows and Linux

• Ensure incidents are resolved within the stipulated SLA
  •    Manage the BaU reporting
  •    Manage the stakeholder communication 
  •    Presentation of weekly/monthly KPI with higher management

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

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;

Profile
 Strong knowledge on Incident, Problem and Change management process 
Customer orientation and sense of service, cooperation, and team spirit;
Good knowledge of Analysis of Data, Root cause identification, 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;
5-6 years of professional experience in incident management minimum with good knowledge of information systems or its equivalent in professional experience;
ITIL Foundation V3/V4 required;
Very good level of communication; Manage end to end lifecycle of Incident

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. 
•    Ensure incidents are resolved within the stipulated SLA
•    Manage the BaU reporting
•    Manage the stakeholder communication 
•    Presentation of weekly/monthly KPI with higher management

“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 Societe Generale, 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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