About the role
Incident handling and coordination for Equant and FT :
Monitoring daily active Tickets ensuring issues are communicated clearly.
Providing 2nd level to the IT Help desk in Network, AD, Security and remote access.
Troubleshooting and managing complex incidents acting as 2nd level within the time frame agreed with the business.
Providing an interface between Equant and FT subsidiaries.
Managing access to French applications for Equant users.
Performing and managing technical/1st level escalations in line with ITSM Fault Management.
Assisting in the coordination of major outages and participating in crisis management and post mortems for outages.
Being part of pilots projects, major projects and changes as a main contributor providing testing, analysis and feedback to the project owners.
Provide Lotus Notes support including :
Change Management – Validate and apply changes to server, application configuration or architecture, as requested by the customer or by Engineering teams
Technical management – perform pro-active service maintenance actions to maintain service availability and reduce risk
Migration – When required, coordinate and perform migrations/upgrades (eg. migration of users from previous to newer Notes version on hosted server)
Contributing to the Incident backlog follow-up with 2nd – 3rd level teams to ensure targets are met.
Analyzing trouble tickets to monitor service trends and determine chronic issues, with a specific focus on service and processes improvements.
Assisting with improving and performing process audit activities.
Ensuring support groups adherence to operational processes across all levels.
Promoting and communicating incident management process rules and guidelines across support organizations.
Involved in all new processed between FT France and subsidiaries .
Providing guidance and training for the IT Helpdesk level 1 agents.
Providing updates to the customers per incident fault management guidelines.
Being involved in processes documentation and improvement through performance analysis.
University degree in IT/computer engineering.
Fluent In English is a Must, French is preferable.
0-4 Years of IT Experience.
Good Analysis Skills.
Good communication and negotiation skills.
Problem solving skills.
Good Knowledge of network.
Good Knowledge of security. Apply for here