Description
Proteus Europe is searching for an IT Service Delivery FA Technical Officer for a contract role based in Luxembourg.Availability: ASAP
Contract period: 6 months with possible renewal per 6 months period
Languages: Excellent written and oral French and English skills are essential
Our Client :-
- Present in Luxembourg for 20 years
- The second largest IT Consulting firm at country level
- A major player in the Financial and Public sectors
- Organized into 3 services lines: Infrastructure, Development and Testing
- Awarded - Best Workplace- 5 years in a row !
Your New role :-
Mission:
- Contribute to the incident and problem solving management, centered on an ITIL based operating framework, for the Fund Accounting (FA) activity
- Monitor the Production environment and report to the Manager
Key responsibilities
Ensure:
- Proper Communication to Operational Users regarding item resolution and status
- Internal Global Communication between IT, management et Operational Unit during incident resolution and post-mortem
- Good communication between our Service Delivery team and Level 3 Support Team (Development, Infrastructure Team, Platform Management, SPOC, etc.)
- Necessary actions to resolve production incidents and supports according to our SLA, i.e.:
- Establish accurate and on time communication to users during incident
- Fill correctly Support/Incident tickets in Jira providing root cause, action plan, etc.
- Organize in a recurrent way meetings on Problem Management
Analyse:
- Provide an added-value to the development team (for bug correcting)
- Avoid recurring incidents
- Minimize resolution time on similar incidents, i.e.:
- Action plan to be put in place to avoid past incident repetition
- In case of Problem, provide all data needed to Level 3 Team to minimize correction time and then delivery
- Write incident report that summarizes the way the incident has been solved, why it occurred and what can be put in place to avoid recurrence
Your Skills and experience :-
Essential Skills :-
Education and professional experience
- Education: IT degree is required
- Professional experience: Minimum 2 years experience in support activity
Technical skills
- Oracle SQL / PL-SQL
- Unix : scripting, kornshell, scheduler (Control-M)
Desirable Skills :-
Business skills
Considered as an advantage:
- Good knowledge of the Fund Accounting business
- Good knowledge of Multifonds FA
Soft skills:
- Communication skills: Expresses his/her messages, both orally and in writing, in an effective, organized way, which is appropriate to the audience being addressed
- Analytical skills: Identifies all aspects of a subject and examines them in a critical way to construct a broad point of view. Is driven by the desire to know more about things, people or event
- Ability to report: Keeps his/her superiors informed about his/her activities and the progress of his/her files in an effective way. Draws attention to useful information, risks and sensitive points
- Client focus: Does everything possible to achieve internal or external customer satisfaction by identifying the customers needs and providing them with the appropriate solution
Other
- Availability to be on duty, potential work on weekends
- High degree of autonomy
- Strong ability for investigation
- Sensitization of customer approach - client focus
- Team spirit
Proteus Europe operates in partnership with our candidates by building strong and lasting
relationships at all levels.
If you apply for this role, we will:
- Contact you within one week to discuss your current situation and suitability for this role.
- Keep searching for other suitable positions should this role not be right for you.
- Keep you informed at every stage of the recruitment process.
- Actively follow up with our client on your behalf to gain useful feedback throughout the
process.
If you are looking for a new role, but this role isn't quite right for you, please contact us in
confidence for a discussion about how we can help you.