Description
Our Client is currently looking for a fluent French IT Service Delivery FA Technical Officer for a 6 month+ contract based in Luxembourg.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 ITFA Manager
Key responsibilities
- Ensure:
..Proper Communication to Operational Users regarding item resolution and status
..Internal Global Communication between IT, management and 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 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 to be recurrent.
- 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
Degree:
IT degree is required
At least 2 years experience in support activity
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 events.
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 customer's needs and providing them with the appropriate solution.
Technical skills
_ Oracle SQL / PL-SQL
_ Unix : scripting, kornshell, scheduler (Control-M)
Business skills
Considered as an advantage:
_ Good knowledge of the Fund Accounting business
_ Good knowledge of Multifonds FA
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