L2 Support Analyst with French - (25000MLP)

Specifically, you will be required to:

• Ensure the supervision and functional and application management of banking services and take charge the requests from Level 3;
• Take charge of incident management in conjunction with his team manager and other teams involved in the process;
• Provide ad hoc interventions to limit technical malfunctions;
• Ensure the processing of requests for daily living and other ad hoc operating requests;
• Ensure the production of monitoring indicators for banking services within its scope;
• Ensure the implementation and updating of operational documentation related to the activity;
• Ensure that the appropriate reports are written with your manager.

What you will do:

• The service mainly covers the production environment: 
• Ensure daily support activities;
• User support: requests for information or assistance regarding the use and operation of specific applications;
• Ensuring the prevention of malfunctions (continuous monitoring of services, development of procedures for monitoring the service, analysis and follow-up of incidents and problems in order to propose ways of optimization and improvement in collaboration with the clients and the project owners);
• Incident management, handling and monitoring until closure;
• Participating in production monitoring committees and/or project committees;
• Maintaining up-to-date documentation (operating procedures, FAQs) and application contact list;
• Taking charge of ad hoc work and monitoring requests;
• Writing specific reports;
• Ensuring permanence on the perimeter according to established schedules and internal organization;
• Process Level 2 support requests (functional and technical requests via UNITY tickets - ACTA tickets);
• Reports on the progress of the actions put in place, informs and alerts his manager in the event of drift and delays in the actions taken to restore the quality of service in the long term.

Profile

• Experience in the support field with experience in incident management processes/tools;
• Ability to analyze incidents and follow-up on incident instructions (communication, message, priority assignment, etc.);
• Good written communication;
• Autonomy, curiosity, rigor;
• A proactive and reactive attitude / A team spirit and a desire to learn continuously;
• Ability to analyze and synthesize;
• Middle English and French;
• Banking knowledge and functional case analysis skills preferred.