L2 Support Analyst with French

Societe Generale Global Solution Centre (SG GSC)
acts as a business solutions center for Société Générale, one of the largest European financial groups. We provide high quality professional services in over 35 countries in various business areas - Finance & Accounting, HR, IT and Corporate Operations. Our mission is to be a partner of choice, valued for owning, transforming and innovating with best-in-class talent. IT Filiere is part of the Centre and comprises four Perimeters: Retail Banking, Security and Infrastructure, Internal Support Applications and Investment Banking, with a total of more than 800 IT professionals.

RESPONSIBILITIES

Specifically, you will be required to:

• Ensure the supervision and functional and application management of banking services and take charge the requests from Level 3;

• Take charge of incident management in conjunction with his team manager and other teams involved in the process;

• Provide ad hoc interventions to limit technical malfunctions;

• Ensure the processing of requests for daily living and other ad hoc operating requests;

• Ensure the production of monitoring indicators for banking services within its scope;

• Ensure the implementation and updating of operational documentation related to the activity;

• Ensure that the appropriate reports are written with your manager.

What you will do:

•The service mainly covers the production environment: Ensure daily support activities ;

•User support: requests for information or assistance regarding the use and operation of specific applications;

•Ensuring the prevention of malfunctions (continuous monitoring of services, development of procedures for monitoring the service, analysis and follow-up of incidents and problems in order to propose ways of optimization and improvement in collaboration with the clients and the project owners);

•Incident management, handling and monitoring until closure;

•Participating in production monitoring committees and/or project committees;

•Maintaining up-to-date documentation (operating procedures, FAQs) and application contact list;

•Taking charge of ad hoc work and monitoring requests;

•Writing specific reports;

•Ensuring permanence on the perimeter according to established schedules and internal organization;

•Process Level 2 support requests (functional and technical requests via UNITY tickets - ACTA tickets);

•Reports on the progress of the actions put in place, informs and alerts his manager in the event of drift and delays in the actions taken to restore the quality of service in the long term.

PROFILE REQUIRED

•Experience in the support field with experience in incident management processes/tools;

•Ability to analyze incidents and follow-up on incident instructions (communication, message, priority assignment, etc.);

•Good written communication;

•Autonomy, curiosity, rigor;

•A proactive and reactive attitude / A team spirit and a desire to learn continuously;

•Ability to analyze and synthesize;

•Middle English and French;

•Banking knowledge and functional case analysis skills preferred.

WHY JOIN US

SG GSC is a Great Place to Work certified company. Here, you will find a flexible workplace and culture, autonomy, constant learning opportunities, dynamism, and talented people, making this experience a real career accelerator. You will also discover all the diversity of our businesses, in a sector that is constantly evolving and innovating.

Plus, you will enjoy all our benefits:

• competitive compensation & remuneration, including annual performance bonus;

• preventive healthcare plan, and group health & life insurance;

• wide range of flexible benefits within a monthly budget;

• office perks, wellbeing and mental health programs;

• various social benefits and bonuses for personal or family events;

• 9 AM to 5 PM work program and flexible (hybrid) work environment;

• additional paid and unpaid time off, including Sabbatical leave;

• learning and growth opportunities based on individual development and career plans;

• unlimited access to various eLearning resources.

BUSINESS INSIGHT

We are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you're joining us for a period of months, years, or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful daily and develop or strengthen your expertise, you will feel right at home with us

Still hesitating?

We are committed to support accelerating our Group's ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.

We are an equal opportunities employer, and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.