Service Delivery Incident Lead

At IRIUM  we want you to always chase your dreams. Here, prepare yourself to conquer your goals, while enjoying the journey. We are currently looking for Service Delivery Run AnalystRequirements: Experiencia minima de 2 años como Analista/Gestor de incidencias Minimum experience of 2 years as an Analyst/Incident Manager The IT Tools that must use the Run Analyst in their functions are: • Advanced user in office automation tools: Microsoft Excel and Power Point). • ServiceNow • Jira • Oracle PL/SQL •Autosys • Dynatrace • Tibco IT Skills • Software development experience • Database and SQL knowledge • IT Risk and Cyber Security basics. • Basic knowledge of Java, .NET • PowerBuilder is a plus • Cloud technologies • Unix/Linux LANGUAGES • English level C1 or higher mandatory. • French B2 or higher is a plus • Spanish B2 or higher is a plus Follow the stock of incidents and demands in close collaboration with IT teams, the different squads implied (Personal Finance France and IT Corporate Functions) and Operations: Know how to assess/judge the priority of an incident for the business. o If needed trigger the right escalation that will help solve the issue faster. Regular communication toward the entity that will give them the right visibility on the evolution of their issue. Collect root causes of incidents and participate to the elaboration of action plans. Communicate the PIR in due time to the client and guarantee the follow up of action plans. 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:Make sure application's incidents are taken in charge by the right teams and follow them until complete resolution. 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:Participate into task forces dedicated to incident resolution. Provide the partner with a post incident report on the right delay (30 days). Participate in the incident follow up committee with the partner. Provide a monthly reporting on incident to be shared with the partner. Fluid communication on incident with business contacts and the partner contacts. Daily monitoring of batch processes for the applications supported by SET Act in case of batch issues to ensure business continuity Communicate application estatus to the clients Location: Lisbon, hybridWhat do we offer? An innovative and growing company, with a lot of opportunities for professional development. Retribution according to your experience and performance. Access to flexible pay and medical insurance as a social benefit. Unlimited access to technological training in free mode.IRIUM is a company with dynamic and proactive professionals. Our values ​​are responsibility and commitment to work quality. This is the spirit we are looking for at IRIUM, whatever your age is. If you recognize yourself in this, this is your companyWe can build the future together. Let's talk Send your CV to: (email protected)At IRIUM we defend a world without stereotypes or limitations and we believe in equality for all, principles that we subscribe to in our Equality Plan and Code of Ethics, guaranteeing equal treatment and opportunities regardless of any personal, physical or social condition