Service Delivery Run Analyst Service Delivery Manager – Level 2
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Job Location:
Monthly Salary:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Responsibilities:
Pilot 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 squads implied (Personal Finance France and IT Corporate Functions) and Operations:
o Know how to assess/judge the priority of an incident for the business.
o If needed trigger the right escalation that will help solve the issue faster.
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.
o 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 Companys 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 :
Skills:
- Software development experience
- Database and SQL knowledge
- IT Risk and Cyber Security basics.
- ServiceNow
- Basic knowledge of
- PowerBuilder is a plus
- Cloud technologies
- Unix/Linux
Languages:
English
Informação adicional :
Remote Work :
No
Employment Type :
Full-time
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
Inetum is a European leader in digital services. Inetums team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetums solutions aim at contributing to its clients performance and innovation as well ... View more
