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.
• IT CSM for Sita

• 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)

Process controls:

• 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 .

Communications:

• 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.