Specialist Software Engineer - Production Support

Must have Production support and devops experience in Corporate & Investment or Retail Banking domain,  Unix, Shell scripting , SQL, PL/SQL,  tools of use in typical production support environment, ITIL processes
- Good experience on Agile practices
- Devops tools knowledge
Key responsibilities and accountability
1. Quality service and support :
- Ensure a high availability to support and advice our users.
- Management of production issues and requests.
- Acknowledgment of the incoming cases, ensure the right qualification, prioritization and resolution reactivity.
- Ensure support coverage for users in accordance with service coverage agreed on the perimeter.
- Analyze and identify the recurrent root causes and patterns and propose permanents fixes, enhancements or training plans for users.
- Ensure an accurate and complete tracking of the activity.
- Perform daily checks and apply recovery and troubleshooting procedures strictly.
- Ensure an accurate and clear communication to users and partners.
2. Coordination and communication : 
- Escalate issues and other topics to the right team when needed.
- Maintain a good collaboration with worldwide PRD teams and partners (DEV, GTS).
- Update and Share production information with the other team members (especially during follow-up meeting like white board, PRD/DEV/GTS…).
- Ensure a good follow-up and understanding of the new features and functionalities.
3. Summarize and convey the key messages to the stake holders when need arises.
Environment:
Typical Production Support Environment of Major European Investment Bank
- 24 * 5 Support.
- Should be working in Night shift
- Weekend activities (Infra & User Support) should be performed on rotation
- participation in DR Activities

- Good experience on Agile practices
- Devops tools knowledge
- Ensure a high availability to support and advice our users.
- Management of production issues and requests.
- Acknowledgment of the incoming cases, ensure the right qualification, prioritization and resolution reactivity
- Ensure coverage for users in accordance with service coverage agreed on the perimeter
- Analyze and identify the recurrent root causes and patterns and propose permanents fixes, enhancements or training plans for users.
- Ensure an accurate and complete tracking of the activity.
- Ensure an accurate and clear communication to users and partners.
- Escalate issues and other topics to the right team when needed.
- Ensure a good follow-up and understanding of the new features and functionalities.
- 24 * 5 Support
- Should be working in Night shift

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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