Description
Responsibilities
Production monitoring
· Monitor the global IT platform and execute the associated action when alerts are raised
· Process (analyze, solve, document) incidents
· Coordinate incidents resolution with Singapore and Paris teams when necessary (for instance with infrastructure teams or on-duty people)
· Maintain monitoring systems and continuously share ideas to improve its effectiveness
· Actively participate in the writing or enhancement of operational procedures (in link with the monitoring alerts)
· Engage in FTS (Follow-the-Sun) model with Europe, including information sharing and tasks handover
· Follow up on the evolution of the IT platform (release) and adapt monitoring tools and procedures
Support to users
· Process local user support requests (configurations, assistance)
· Collect regularly user feed-backs on system Run Quality and share it with development teams
Transversal
· Enrich the backlog of problems (source of recurring incidents), including description, impact/recurrence/priority
· Self-organize continuous learning on the IS systems and landscape
· Share improvement ideas with Business Analyst