IT Production Support

Our client is a Fortune 500 global IT services leader.

They use the power of technology to deliver mission-critical IT services across the Enterprise Technology Stack to drive business impact.

They are an employer of choice with strong values, and foster a culture of inclusion, belonging, and corporate citizenship.

The IT production analyst will work side by side with the business support areas as well as their IT Lines headquarters. They will often interact with the quality of service team (in charge of the overall production stability) as well as infrastructure & service providers and also data feeding vendors.

Main responsibilities:

• Support business operations area on functional issues raised on their areas by improving performing systems configurations in order to resolve them with the help of the necessary providers/vendors or IT teams.
• Quality and support to solve technical incidents (Minor and major incident) for infrastructure support and the related providers in accordance with group processes and procedures.
• Monitor, analyze, and report root cause of system/production disruption and include recommendations to prevent the reoccurrence of glitches and defects with the help of the necessary providers/vendors or IT teams.
• Monitor and test functionally the applications perimeter used in the business area.
• Keep communication and information up to date to their business users and also other IT teams as well as operational risk (through the major incident process).
• Be aware and participate in change management/release planning to follow on a day-to-day/week-to-week basis any possible disruptions of production on given perimeter.
• Coordination of testing and sanity checks during weekend changes and releases as well as daily IT operational checks.
• Enrich procedures & documentation about production issues and resolved cases.

Requirements

• Bachelor's or master's degree in information technology, engineering, or finance/banking industry (with a strong IT appetite).
• Certification ITIL is a plus.
• Strong IT background (either in applicative development or in creation).
• Understand or experience in data feeding: MQ, FTPs.
• Understand or experience in SQL (preferably Oracle): Standard queries like select or update.
• Understand or experience in IT incident and problem management procedures of a defined perimeter (preferably in banking/finance or insurance).
• Strong knowledge (& reporting) of IT ticketing systems like Remedy, Service Now, and Jira.

Company Culture & Values

The company is committed to building better futures for their customers, colleagues, environment, and communities. They take care of each other and foster a culture of inclusion, belonging, and corporate citizenship.

As an employer of choice, their “people first” philosophy means they offer competitive remuneration, benefits, training, and career opportunities that reflect their commitment to improving the lives of their employees and the communities in which they live and work.

Some of these include:

• Extensive resources to support your onboarding and continual development.
• Recognition - their global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition.
• Well-being matters to them, and their Employee Assistance Program is there to support you and your family.