Service Delivery Run Analyst AnalistaGestor de incidencias

1. 1. the stock of incidents and various other demands from our clients

• • Follow the stock of incidents and demands in close collaboration with IT teams the different

1. 1. implied (Personal Finance France and IT Corporate Functions) and Operations:

• • Know how to assess/judge the priority of an incident for the business.
  • If needed trigger the right escalation that will help solve the issue faster.

o Regular communication toward the entity that will give them the right visibility on the

evolution of their issue.

o Collect root causes of incidents and participate to the elaboration of action plans.

o Communicate the PIR in due time to the client and guarantee the follow up of action plans.

o Communicate to Business coverage or manager the need to arbitrate on priorities conflict.

Participate to the resolution of some P1 and P2

In charge of the resolution of P3-P4 incident relying on level 3 IT teams and concerned squads:

o Make sure applications incidents are taken in charge by the right teams and follow them

until complete resolution.

o Coordinate transversal IT teams working on incident resolution.

• • Take in charge business escalation on these incidents.

Communicate:

Communicate to the entity all the IT changes that could influence them: change migrations

freeze various ICP exercise etc.

Communicate daily before 8 am to the entity the follow up of their flows (data files that BNP

Personal Finance France sends daily to the entity and that are necessary for accounting

collections etc.). In case of an issue or a delay make sure the right teams are handling the

problem.

Follow-up of various forms (IT Risk IT Security AIA) repositories (MyAPM) and Shadow IT

reporting.

Make sure SLA are respected:

Follow incident and activate the right contacts to accelerate incident resolution:

o Participate into task forces dedicated to incident resolution.

o Provide the partner with a post incident report on the right delay (30 days).

o Participate in the incident follow up committee with the partner.

o Provide a monthly reporting on incident to be shared with the partner.

o Fluid communication on incident with business contacts and the partner contacts.

Daily monitoring of batch processes for the applications supported by SET

o Act in case of batch issues to ensure business continuity

o Communicate application status to the clients

Qualifications :

Experiencia minima de 2 años como Analista/Gestor de incidencias

Minimum experience of 2 years as an Analyst/Incident Manager

The IT Tools that must use the Run Analyst in their functions are:

Advanced user in office automation tools: Microsoft Excel and Power Point).

ServiceNow

Jira

Oracle PL/SQL

Autosys

Dynatrace

Tibco

IT Skills

Software development experience

Database and SQL knowledge

IT Risk and Cyber Security basics.

Basic knowledge of

PowerBuilder is a plus

Cloud technologies

Unix/Linux

LANGUAGES

English level C1 or higher mandatory.

French B2 or higher is a plus

Spanish B2 or higher is a plus

Información adicional :

Modalidad híbrida Madrid 75% remoto. Meses alternos. 50% un mes (3/2 días por semana) y el siguiente full remote. Madrid.

• Experiencia minima de 2 años como Analista/Gestor de incidencias

  Minimum experience of 2 years as an Analyst/Incident Manager

Remote Work :

No

Employment Type :

Full-time