L2 IT Support Analyst (French), 3+ years experience

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