IT Support Analyst with French

You will join the L2 IT support activities within RBS/DCC department.

The RBS/DCC department contributes to one of RBS’s four fundamental missions by guaranteeing the smooth functioning of the IS every day and contributing continuously to the improvement of the Quality of Services delivered by RBS.

RESPONSIBILITIES

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

• Participates at the incident management process in conjunction with his team manager and other teams involved in the process;

• Provide ad hoc interventions to limit technical malfunctions;

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

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

• Contributes at the implementation and updating of operational documentation related to the activity.

What you will do

•The service mainly covers the production environment: Ensure daily monitoring of the optimal functioning of the services;

•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 optimisation 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;