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AbAKUS IT Solutions - IT Service Delivery FA Technical Officer

Mission

  • Contribute to the incident and problem solving management, centred on an ITIL based operating framework, for the Fund Accounting (FA) activity;
  • Monitor the Production environment and report to the ITFA Manager.

 

Key responsibilities

  • Ensure:
    • Proper Communication to Operational Users regarding item resolution and status;
    • Internal Global Communication between IT, management et Operational Unit during incident resolution and post-mortem;
    • Good communication between our Service Delivery team and Level 3 Support Team (Development, Infrastructure Team, Platform Management, SPOC, etc.);
    • Necessary actions to resolve production incidents and supports according to our SLA, i.e.:
    • Establish accurate and on time communication to users during incident ;
    • Fill correctly Support/Incident tickets in Jira providing root cause, action plan, etc. ;
    • Organize in a recurrent way meetings on Problem Management .
  • Analyse:
    • Provide an added-value to the development team (for bug correcting);
    • Avoid recurring incidents;
    • Minimize resolution time on similar incidents, i.e.:
      • Action plan to be put in place to avoid past incident repetition;
      • In case of Problem, provide all data needed to Level 3 Team to minimize correction time and then delivery;
      • Write incident report that summarizes the way the incident has been solved, why it occurred and what can be put in place to avoid recurrence.

 

Profile

  • Education and professional experience:
    • Education: IT degree is required ;
    • Professional experience: Minimum 2 years' experience in support activity.
  • Technical skills:
    • Oracle SQL / PL-SQL;
    • Unix : scripting, kornshell, scheduler (Control-M).
  • Business skills:
    • Considered as an advantage:
    • Good knowledge of the Fund Accounting business;
    • Good knowledge of Multifonds FA.
  • Soft skills:
    • Communication skills:Expresses his/her messages, both orally and in writing, in an effective, organized way, which is appropriate to the audience being addressed;
    • Analytical skills: Identifies all aspects of a subject and examines them in a critical way to construct a broad point of view. Is driven by the desire to know more about things, people or event;
    • Ability to report: Keeps his/her superiors informed about his/her activities and the progress of his/her files in an effective way. Draws attention to useful information, risks and sensitive points;
    • Client focus: Does everything possible to achieve internal or external customer satisfaction by identifying the customer's needs and providing them with the appropriate solution.
  • Language skills: Excellent written and oral French and English skills are essential.
  • Other:
    • Availability to be on duty, potential work on weekends;
    • High degree of autonomy;
    • Strong ability for investigation;
    • Sensitization of customer approach - client focus;
    • Team spirit.

Company description

AbAKUS it-solutions - expert in IT comfort - is hiring to reinforce his teams.
IT services integrator, created in 1991, we position ourselves as IT comfort expert for the small and medium structures. To cover these services, we offer packaged based services and have a personalized service desk.
For larger organization, we are also active in the provision of IT staff and in projects both in operational and development field.
In addition, we also sell, deploy and install hardware (Servers, Storage, PC,...). We also offer technical consulting services.

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