Devops, ITIL

To ensure user requests & incidents in a timely manner

Prioritizes User requests based on their urgency, their criticality and their context. Ensure all incidents investigation and follow-up in case of third-party / vendor involvement, communication and pushes for resolution including workaround identification

Ensures adequate and efficient communications toward users, senior management and other IT stakeholders during incident management process (major or minor).

Continuous improvement :

be part of improvement initiatives in term of technology, automation, tooling, to improve efficiency and practices for the support team

Ensures Daily support tasks

Ensures sanity checks are performed (morning, evening) and on-calls duty

Contributes to change requests, urgent data modifications and INTPRODs executions

Escalates issues if need be, but remains the main point of contact for the user

Pushes for sustainable resolutions and sustain knowledge management

In case of Incident, ensures root cause is properly identified and remediation actions defined and prioritized (Problem Management)

Contributes to major incident reports and post-mortems when required

In case of recurrent Request / incidents, pushes for the creation of a Feature Development / bugfix, or automation

Keeps the support documentation up-to-date

Acts as the IT Run preferred communication channel with all stakeholders

Contributes to Major events (BCP, Disaster recovery, Production interventions, etc.) synchronizing with other Support engineers, Users, and CAGIP stakeholders.

May extend his activities to complementary tasks like Testing or BA if part of the squad.

Must have skllls as Good communicator, who can transalate technical issues in Simple language which is understantable and relatable with Busi