Incident Administrator with French

Job Description

• Manage payment incidents by ensuring the presence of the right stakeholders as quickly as possible and maintaining proper communication with all partners;
• Be the spokesperson for the Global Transaction Payment Services professions during production instances, by arbitrating priorities if needed and identifying impacts and risks;
• Ensures that flow management department's needs for the incident system are reported;
• Establish a privileged link with Global Transaction Banking business lines to fully understand their needs;
• Identify and implement actions that will mark an improvement in the perception of incidents;
• Work in strong collaboration with Global Business Service Unit to inform the customer vision at the heart of incident processes;
• Incident Coordinator is the entry point both from the point of view of change and its operational implementation;
• Produce documents outlining incident protocols;
• Prioritize incidents according to their urgency and fluence in the business;
• Provide support and functional facilitation to team members on processes and change management for the Incident Management project;
• Detect needs on behalf of flow management department regarding stability and robustness and ensure their monitoring by the technical teams;
• Communicate with management if a major impact for the client are highlighted;
• Interact with users who open IT support tickets throughout the incident lifecycle , from initial impact assessment to follow up after the incident is closed;
• Log all incidents and their resolution to identify and prevent recurring malfunctions.

Qualifications

• Proficiency in incident response infrastructure, ITIL, metrics, production environment, incident reports, technical issues;
• Ability to analyze a high volume of data to identify solutions while working in a high –pressure and fast-paced environment;
• Autonomy, curiosity, pedagogy, openness to others, adaptability, interpersonal skills, proactivity, customer satisfaction orientation, excellent communication skills, ability to negotiate and understand issues (customers, business, organizational), sensitivity to operational risk;
• Proven problem-solving and analytical skills;
• Ability to handle major incidents swiftly and judiciously;
• Team player and leader who can also work independently when needed;
• A good level of English/French (B2+/C1);
• Relevant experience in IT service management, particularly in incident or problem management, is highly valued;
• Certifications in ITIL or other service management frameworks can be a significant advantage depending on your required skill level;
• Good knowledge of Global Transaction Banking products such as payment methods and information systems linked to Global Transaction Payment Services activity is an advantage.

Additional Information

Benefits

• Full access to foreign language learning platform
• Personalized access to tech learning platforms
• Tailored workshops and trainings to sustain your growth
• Medical insurance
• Meal tickets
• Monthly budget to allocate on flexible benefit platform
• Access to 7 Card services
• Wellbeing activities and gatherings