Production Monitoring - Incident Management Specialist - Bank, Paris

Description

Background: My client is a large bank; you will join the team whose main objectives are to: Monitor diaries and the related log-sheets : detect incidents, apply corrective actions or escalate when required to the right experts. Then when an incident occurs, take all necessary actions to restore the service ASAP by limiting the adverse impact on clients (external and internal). Must be Bilingual, French & English!

As a Production Monitoring & Control (PMC) Analyst, you are in charge of hardware, operating systems and applications follow-up on Legacy (MVS) and open systems (Unix, Windows, Tandem).

Tasks/Skills:

Monitor hardware, Middleware and applications thanks to a centralized monitoring toolkit : ie permanently check that infrastructure is running and incidents are correctly raised on the incident management tool;
Manage incidents by limiting the adverse impact on clients and in line with SLAs;

Incident management process to be strictly respected :
- Recording;
- Impact assessment and communication to clients depending on the criticality.
- Immediate action to be performed at first level as far as possible;
- Escalation to experts when there is no solution at PMC level;
- Sanity checks after resolution;
- Effective incident tickets documentation to ease post-incident processes (problem management, knowledge tool building);
Follow up diaries and key milestones;

Handle housekeeping activities: backups, re-orgs, archiving, site Switches, regional disaster test;
Perform change activities as agreed in launch scenarios.

Working Shifts rota is in place, based on 3x8 hours, from Monday 06 :00 CET to Saturday 22 :00 CET with recoup time that compensates overtime. The role is 8 hours per day or 40 hours per week.
Disaster recovery tests and releases launched on preproduction or live environments will require weekend presence sometimes on top of usual shifts.

Skills/Experience:Scheduler and an incident management tool (ideally CA-USD) experience is required. ITIL processes mainly incident management is necessary.