Your Role in a Nutshell :
The activities :
The service covers the level 2 support of the OPS and AFT applications, which comprises the following 4 components :
Achieve the Morning Check of applications operation;
Ensure that the OPS and AFT platforms are maintained in operational condition;
Ensure that Tosca scenarios are kept in operational condition;
Adapt existing Tosca scenarios to application changes.
The service provider must also contribute to the formalization and enrichment of a knowledge base necessary for handling known incidents and malfunctions, in order to :
Increase knowledge and mastery of the tools and typologies of incidents encountered;
Reduce service recovery times;
Reduce the number of incidents.
The deliverables :
The Service Provider undertakes to deliver the following deliverables :
Weekly and monthly reporting;
Post mortem incident production;
Completed ticketing tool (s);
Documentation and procedures to complete and manage;
Updated TOSCA scenarios.
A little about You :
Have the ability to analyze incidents, especially on a Windows environment;
Follow incident instructions (communication, message, priority management, etc.);
Take into account changes in scope, applications or techniques;
Share the knowledge of all the incidents, all the controls, all the follow-ups and ensure a good level of communication with the level 3 support.
We also value :
Team spirit ;
Responsible attitude and Customer oriented ;
Autonomy in working ;
Ability to summarize the information ;
Willingness to help and guide your colleagues in technical matters.