The Opportunity
- Adecco is partnering with one of the most well-established and respected financial institution with a strong track record of success.
- They have a culture of innovation and continuous improvement, constantly looking for ways to improve their services and offerings.
Job Responsibilities
- Lead and mentor a team of support analyst, you will be responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team. As a Support Lead, this position will partner with the Paris counterpart to deliver exceptional support by organize work, build reports, handle escalations, and most importantly working on continues improvement and efficiency increase by optimizing the process and automating the support work.
- To ensure user requests & incidents in a timely manner
- Prioritizes User requests based on their urgency, their criticality and their context.
- Ensure all incidents investigation and follow-up in case of third-party / vendor involvement, communication and pushes for resolution including workaround identification.
- Ensures adequate and efficient communications toward users, senior management and other IT stakeholders during incident management process (major or minor).
- Ensures Daily support tasks
- Ensures sanity checks are performed (morning, evening) and on-calls duty
- Contributes to change requests, urgent data modifications and INTPRODs executions.
- Escalates issues if need be, but remains the main point of contact for the user
- Pushes for sustainable resolutions and sustain knowledge management
- In case of Incident, ensures root cause is properly identified and remediation actions defined and prioritized (Problem Management).
- Contributes to major incident reports and post-mortems when required
In case of recurrent Request/incidents, pushes for the creation of a Feature Development/bugfix, or automation. - Keeps the support documentation up-to-date
- Acts as the IT Run preferred communication channel with all stakeholders
- Contributes to Major events (BCP, Disaster recovery, Production interventions, etc.) synchronizing with other Support engineers, Users, and stakeholders.
- May extend his activities to complementary tasks like Testing or BA if part of the squad.
- Must have skllls as Good communicator, who can transalate technical issues in Simple language which is understantable and relatable with Business and Operations.
Leadership Skills
- Lead the elaboration of a production issues with business stakeholders and concerned IT teams.
- Lead the problem management with the application teams, identify action and followup the implementation roadmap.
- Lead, Manage and Mentor the work of support analyst under you for their key responsibilities.
- Lead and ensure the continues optimization of production activity in form of automation.
- Lead as a liaison between Business users, Operations and IT team for all support requirements.
- Lead Incident & Problem Management related actives.
Job Qualification
- Solution oriented, business focused with a mindset to constantly improve production quality and stability.
- Have basic technical skills e.g. SQL, Unix, Microservices, CI/CD tolls etc.
- Excellent analytical skills
- Ability to multi task and manage stress while maintaining empathy for end users.
- Experience in leading transformation/Implementation for Monitoring tools & Automation.
- Strong experience in communicating and managing Operations & Business.
- Problem-Solving mindset with orientation towards Continues Improvement.
- Must have prior experience in leading team and aligning with Management.
- Functional knowledge of similar kinds
Experience
- The candidate should have minimum 8 year’s experience in application support, with exposure in Banking industry (is a plus).
Next Step
Click “apply” or send resume to: Tamanna Bilandi [email protected]
EA Licence No.91C2918 | Personnel Registration No. R2096241
