General

We are looking for L2 IT Support Analysts to join our client’s team, overseeing the supervision, functional, and application management of banking services, and managing requests escalated.

Responsibilities/Activities

• Oversee incident management in collaboration with the team manager and other teams involved in the process
• Provide ad hoc interventions to minimize technical malfunctions
• Manage the processing of daily operational requests and other ad hoc operational needs
• Produce monitoring indicators for banking services within the assigned scope
• Ensure the creation and regular updates of operational documentation related to the activities
• Collaborate with the manager to draft appropriate reports
• Oversee the production environment, ensuring daily monitoring for optimal service functioning
• Provide user support by addressing information requests or assistance needs related to specific applications
• Prevent malfunctions by continuously monitoring services, developing service monitoring procedures, and analysing incidents and problems to propose optimization and improvement solutions in collaboration with clients and project stakeholders
• Manage incidents, ensuring proper handling and follow-up until resolution
• Participate in production monitoring committees and/or project committees
• Maintain updated documentation, including operating procedures, FAQs, and the application contact list
• Handle and monitor ad hoc tasks and requests
• Draft specific reports as required
• Ensure coverage and service continuity within the scope according to established schedules and internal organization

Requirements

Technical

• At least 3 years of experience in the support field, with expertise in incident management processes and tools
• Proficiency in analysing incidents and executing follow-up actions, including communication, messaging, and priority assignmen

Education

• University degree in Computer Science or other related fields

Others

• Middle level of French and English
• Ability to analyse and synthesize
• Autonomy, curiosity, rigour
• A proactive and reactive attitude

Nice to have requirements

• Experience in banking
• Functional case analysis skills