Specialist Software Engineer - IT Operations Support Specialist L1

Objective:

• To ensure continuous supervision of IT resources, infrastructure, networks, business applications and production workflows, and to manage their operations in line with established procedures. 

• To promptly escalate any unexpected incidents that fall outside the documented operational guidelines and procedures. 

• The overarching goal is to maintain the required levels of service availability and quality.

Main Responsibilities:

• Handles user requests from the BRD branches network and provides Level 1 support for diagnosing and resolving issues at both the business application level and the equipment infrastructure level.

• Reviews and processes users requests received from the network, providing Level 1 support for diagnosing and resolving issues related to applications, equipment infrastructure, and communication lines.

• Delivers daily support and technical assistance to BRD Head Quarter departments, branches network, and SG subsidiaries, including coverage during the weekends and public holidays ( 24/7 Level 1 Support in 3 shifts ).

• Conducts ongoing monitoring and supervision of the processes and workflows for both infrastructure and business applications assigned to the role:

• Manages the daily startup, shutdown, and oversight of operational resources according to the established schedule (including EOD of BRD Core banking system).

• Escalates unresolved incidents to Level 2 and ensures proper handover.

• Monitors and responds to alarms from critical application monitoring tools ensuring timely escalation to the relevant technical teams.

• Ensures process restoration after unexpected incidents by executing the appropriate recovery actions outlined in operational procedures or communicated by from higherlevel support.

• Keeps IT operations documentation continuously updated and aligned with current procedures.

• Key aspects of the role:

• Works in a 24/7 rotating threeshift schedule, including weekends and public holidays.

• Oversees the execution of automated operational jobs and maintains accurate daily operations documentation.

• Provides firstline technical support to BRD and SG subsidiaries for which BRD delivers IT pilotage services.

• Ensures compliant management of Core Banking user accounts for BRD operators, in line with internal governance requirements.

• Oversees EndofDay operational procedures for all applications where these processes are in place.

• Oversees the execution of automated ControlM jobs and completes the daily operational log.

• Provides firstline support for diagnosing and escalating production issues affecting critical application workflows.

• Ensures the execution of workflows involving BRD accounting entities

• Ensures the execution and operational continuity of cardprocessing (monetics) workflows, including the acquisition, validation, and transmission of data exchanged with external institutions such as Visa, Mastercard, and other external payment scheme partners.

• Provides IT services for information archiving and data restoration.

Knowledge & Skills:

• Basic understanding of operating systems, databases, and middleware platforms, including basic command lines.

• Proficiency in using standard office and productivity applications 

• General knowledge of software and hardware monitoring tools and solutions 

• Foundational networking knowledge (general or rolespecific) 

• Basic scripting skills (any scripting language) 

• Experience working with at least one automation tool ( for example Control-M).

• Familiarity with the ITIL framework, including change management, incident management, and problem management processes.

“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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