Specialist Service Analyst - TECH Support

Within the Société Générale Hub Exchange System department (SWIFT, CRISTAL, ALISE) as a production backup lead & on-duty coordinator ensure the below scope of activities for the HSE suite of applications SWINGfrench

, AMS, ROCS, Cristal, Alisé , INTIX , STARS,etc

- To manage the SWIFT platform (all components) and supervise flows w.r.t SWI , Alise & Cristal
- To give assistance and support to clients of this platform (all entities of SG Group)
- To manage the incidents and follow up with technical teams for resolution and root cause
- To work towards and contribute to an optimized incident management process to achieving client satisfaction.
- To maintain all procedures, user manuals and ensure it is available on the shared space for the usage of associates and other stakeholders.
- To equip self to facing new challenges in areas like project expertise on new projects, people management and governance.
- To handle configuration and setting up of alerts.
- To handle on-call support
- Support for the smooth integration of new team members on the service delivery activities
- Ensure backup governance for supporting HSE-SCT production deliverables.
- Manage the TECH deliverables at minimum to keep on with the evolution understanding, process enhancement and platform capabilities.

- Plan to distribute the bandwidth across Platform Support, On-duty co-ordination, TECH activities and Backup for Mani

>Interact & Engage with Transactis & other IT support team members for all anomalies & changes impacting the HSE Delivery & Stability
>Extend support to part of intervention deployment for critical & on-need basis changes.
>Support in managing/reviewing the document repositories like knowledge session, SoP, etc where technical expertise is required

In this context, the Support need to be extended :
• Maintaining a positive, empathetic and professional attitude towards customer at all times
• Handling, acknowledging and resolving queries received by emails
• Responding promptly to customer inquiries within the SLA and the instructions
Follow-up of requests
Work in cooperation with other supports team if necessary

Keep the customer informed about the requests progress

Ensure all GFL ( SG & SGGSC ) management request are addressed with best quality & timely manner

• Reporting any discrepancies to the management if necessary

Prior knowledge on SWIFT concepts, standards, configuration is an advantage

Prior experience in incident management, ticket management, problem management

Excellent written and spoken communication skills

Ability to work under pressure. Willingness to support during weekend as an on-duty manager.

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”

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