IT Service Management Specialist (IT Production Support)
Salary undisclosed
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Role:
IT production analyst will work side by side with the business support areas as well as their IT Lines headquarters (in different parts of Europe). They will often interact with the quality of service team (in charge of the overall production stability) as well as infrastructure & service providers and also data feeding vendors.
Main responsibilities:
- Support business operations area on functional issues raised on their areas by improving or performing systems configurations in order to resolve them with the help of the necessary providers / vendors or IT teams.
- Quality and support to solve technical incidents (Minor and major incidents) for infrastructure support and the related providers. All of it in accordance with group processes and procedures.
- Monitor, analyze and reports root cause of system/ production disruption and include recommendations to prevent the reoccurrence of glitches and defects with the help of the necessary providers / vendors or IT teams.
- Monitor and test functionally the applications perimeter used in the business area.
- Keep communication and information up to date to their business users and also other IT teams as well as operational risk (through the major incident process)
- Be aware and participate to change management/release planning to follow on a day to day / week to week basis any possible disruptions of production on given perimeter.
- Coordination of testing and sanity checks during weekend changes and releases as well as daily IT operational checks.
- Enrich procedures & documentation about production issues and resolved case.
Experience & Skills Required:
- Junior: 0-2 years of experience working either in IT service management, or a similar role (technical help desk, Incident management)
- Experienced: 2-6 years of experience working either in IT service management with ability to quickly acquire a functional or technical understanding.
- Senior: > 6years of experience working in IT service management /Infrastructure or as IT Business analyst.
- Experience in Finance, banking or insurance industry is preferred
- Bachelor's or master degree in information technology, engineering, or finance/Banking industry (with a strong IT appetite)
- ITIL Certification is a plus
- Strong IT background (either in applicative development or in infrastructure area)
- Understand or experience in data feeding: MQ, FTPs
- Understand or experience in SQL (preferably Oracle): Standard query like select or update Understand or experience in IT incident and problem management procedures of a defined perimeter (preferably in banking/finance or insurance)
- Strong knowledge (& reporting) of IT ticketing system like Remedy, Service Now and Jira
- Excellent people skills and ability to collaborate inter teams and several providers
- Strong problem solving, analytical, and time management skills as well as resistant to pressure.
- Strong written and oral communication skills.
Role:
IT production analyst will work side by side with the business support areas as well as their IT Lines headquarters (in different parts of Europe). They will often interact with the quality of service team (in charge of the overall production stability) as well as infrastructure & service providers and also data feeding vendors.
Main responsibilities:
- Support business operations area on functional issues raised on their areas by improving or performing systems configurations in order to resolve them with the help of the necessary providers / vendors or IT teams.
- Quality and support to solve technical incidents (Minor and major incidents) for infrastructure support and the related providers. All of it in accordance with group processes and procedures.
- Monitor, analyze and reports root cause of system/ production disruption and include recommendations to prevent the reoccurrence of glitches and defects with the help of the necessary providers / vendors or IT teams.
- Monitor and test functionally the applications perimeter used in the business area.
- Keep communication and information up to date to their business users and also other IT teams as well as operational risk (through the major incident process)
- Be aware and participate to change management/release planning to follow on a day to day / week to week basis any possible disruptions of production on given perimeter.
- Coordination of testing and sanity checks during weekend changes and releases as well as daily IT operational checks.
- Enrich procedures & documentation about production issues and resolved case.
Experience & Skills Required:
- Junior: 0-2 years of experience working either in IT service management, or a similar role (technical help desk, Incident management)
- Experienced: 2-6 years of experience working either in IT service management with ability to quickly acquire a functional or technical understanding.
- Senior: > 6years of experience working in IT service management /Infrastructure or as IT Business analyst.
- Experience in Finance, banking or insurance industry is preferred
- Bachelor's or master degree in information technology, engineering, or finance/Banking industry (with a strong IT appetite)
- ITIL Certification is a plus
- Strong IT background (either in applicative development or in infrastructure area)
- Understand or experience in data feeding: MQ, FTPs
- Understand or experience in SQL (preferably Oracle): Standard query like select or update Understand or experience in IT incident and problem management procedures of a defined perimeter (preferably in banking/finance or insurance)
- Strong knowledge (& reporting) of IT ticketing system like Remedy, Service Now and Jira
- Excellent people skills and ability to collaborate inter teams and several providers
- Strong problem solving, analytical, and time management skills as well as resistant to pressure.
- Strong written and oral communication skills.