Level 2 Support (French Advanced)

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Angajator: Inetum Romania
Domeniu:
  • Banci
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 28.09.2018
    Remote work: On-site
    Scurta descriere a companiei

    About Inetum, Positive digital flow:

    Inetum is an IT services company that provides digital services and solutions and a global group that helps companies and institutions to get the most out of digital flow. The Inetum group is committed towards all these players to innovate, continue to adapt and stay ahead. With its multi-expert profile, Inetum offers its clients a unique combination of proximity, a sectorial organization and solutions of industrial quality. Operating in more than 26 countries, the Group has nearly 27,000 employees and in 2020 generated revenues of €1,965 billion.

    Inetum Romania is an important player in the IT services and solutions market in our country, with over 15 years of activity. It is a stable, growing and profitable company with over 500 employees who provides IT consulting services, infrastructure and software development assistance, digital services implementation and support.

    In an Agile format, our teams work on cloud initiatives, application development, business intelligence, automation and digitalization projects that contribute to the profit and evolution of our clients. The diversity of our projects offers team members the opportunity for learning and growth. The company had a turnover of 20 million EURO in 2021.

    Cerinte

    • Provide Level 2 support to internal users in relation to Level 3;
    • Take charge of the incidents management of his perimeter in relation with his team leader;
    • Ensure the processing of requests for acts of everyday life and the production of indicators for monitoring banking services from his perimeter;
    • Ensure the implementation of documentation on the new perimeter and the appropriate reporting to his manager.
    • Profile: Bac +3 to Bac + 5;
    • Proficient in French and English;
    • Experience in the field of support with control of processes / tools of incident management;
    • Office Tools: Word, Excel, PowerPoint.

    Responsabilitati

    1. Application and functional support of services available to users:
    • Process tickets within the deadlines set in the SLAs according to the specific scope procedures respecting the ticketing process;
    • Ensure the proper execution (or the follow-up if it is transmitted to another actor);
    • Ensure the completeness of the controls performed and the correct application of the procedures by the application managers;
    • Is the guarantor of the proper application of the incident management process on its perimeter (prioritization, communication, documentation).
    2. Incident management of its perimeter:
    • Diagnose and identifies impacts in coordination with the teams;
    • Follow the intervention until its closure and informs the users regularly of the progress;
    • Create the incident card and update it as it progresses.
    3. Management of the quality of the applications and / or banking service:
    • Pilot the actions to enrich the quality dashboards in accordance with the requirements set in the SLAs;
    • Do a monthly quality analysis explaining the drifts for each non-compliant indicator.
    4. Communication:
    • Communicate information to interlocutors;
    • Follow the intervention until its closure and informs the users regularly of the progress;
    • Ensure the completeness of the controls performed and the correct application of the procedures by the application managers;
    • Produce and follow the measurement and warning indicators (describes malfunctions, raises alerts, quantifies the actions performed).

    Alte informatii

    Benefits:
    • Interesting salary conditions
    • Undetermined period of contract
    • Career plan (professional, academic and financial)
    • Medical insurance
    • Official trainings and certifications
    • English, French, soft skills trainings
    • Financial products trainings
    • Lunch tickets
    • Yearly professional evaluation
    • Financial benefits based in the company partnerships
    • Professional and friendly working environment
    • Professional infrastructure
    • Join a multinational team

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