Service Delivery Run Analyst - Analista - Gestor de Incidencias H/F Inetum

-
- 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