Service Delivery Run Analyst - Analista/Gestor de incidencias presso Inetum
Inetum · Madrid, Spagna · Hybrid
- Professional
- Ufficio in Madrid
Inetum es líder europeo en servicios digitales. El equipo de 28.000 consultores y expertos de Inetum se esfuerza cada día por lograr un impacto digital en las empresas, en las entidades del sector público y en la sociedad. Las soluciones de Inetum quieren contribuir al rendimiento y la innovación de sus clientes, así como al interés general.
Presente en 19 países con una red de centros densa, Inetum colabora con los principales fabricantes de software para afrontar los retos de la transformación digital con proximidad y flexibilidad.
Impulsada por su ambición de crecimiento y expansión, Inetum generó una cifra de negocio de 2.500 millones de euros en 2023.
Job Description:- 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
- 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 application’s 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 Java, .NET
• 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
Additional Information: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
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