AppIication Support Engineer (French Speaker) | BPCE SI
AppIication Support Engineer (French Speaker) | BPCE SI
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Job Description
The support Application Engineer is responsible for overseeing the quality of incident management within the run environment. This role involves receiving and addressing incidents or issues reported by users or through monitoring alert systems. The officer will handle and escalate incidents as needed while proposing preventive actions within their area of expertise.
Key Responsibilities:
Level 2 Support: Respond to user inquiries and ensure the effective reception of reported incidents.
Monitoring Oversight: Manage monitoring alert systems and guarantee the timely reception of declared incidents.
Incident Resolution: Address or escalate incidents that arise optimizing system performance in the process.
Follow-Up and Satisfaction: Control the implementation of proposed solutions and assess customer satisfaction resulting from these resolutions.
Qualifications :
Strong understanding of banking operations and their information systems.
Solid knowledge of banking practices and business processes.
Excellent interpersonal skills to continuously enhance relationships between business units and IT.
Ability to coordinate and manage interdependencies effectively.
Proficient in creating and maintaining tracking documents and enriching knowledge bases.
Performance Indicators:
- Incident ticket inflow backlog and processing times as per the General Service Agreement (GSA).
- User satisfaction metrics derived from User Satisfaction Barometers.
- Timeliness in processing requests and incidents.
Tools Utilized: Experience with ServiceNow or other ticketing systems log analysis and incident management.
Language Requirement: Minimum proficiency in French at C1 level.
This role is crucial for ensuring high-quality service delivery and maintaining strong relationships between users and IT support ultimately contributing to enhanced user satisfaction and operational efficiency.
Additional Information :
#MuchMoreThanJustAJob
Early morning. Campo 24 de Agosto. In 4 minutes you are clocking in at the office. Start your day having breakfast with the Team and grab fresh fruit on the way to your seat in one of Portos most typical neighborhoods. This Purple Day is going to be a busy one: daily meeting ensuring all team members are on the same page regarding work status priorities and blockers language class and just after a Talent Management meeting with your manager discussing your career path.
Lunch break. Today your Team is onboarding newcomers but also welcoming French colleagues: the perfect excuse to walk downtown and bond over a francesinha. When returning inhale nature and peace of mind in Natixis Urban Garden (look at the crops; ready to harvest!).
Back inside. Brainstorming session on a new exciting project in our disruptive and immersive Manaus Village. The afternoon went flying (tasks meetings some jokes with your teammates). End it on a high note: celebrating cultural diversity with a Diwali the Indian festival of lights.
Tomorrow you attend a conference led by influential speakers in your industry and the day after you will work from home benefitting from some focus time to complete that report and soft skills course on LinkedIn Learning. Once you are done with your work for the day strike the right note playing with Natixis band or be part of a board games session. If that is too steady for you meet your colleagues to catch some waves or sail the Douro river during golden hour.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
