Specialist Service Analyst

Within Société Générale’s group, the mission takes place in “Wholesale” service unit of Global Banking & investors Solution (GBSU).

• Experience
  5-8 years in Change,Incident & Problem managment Process - ITIL

Profile Required:

• Deploy, execute and improve Information Technology Infrastructure Library (ITIL) processes for the Business Process/ Business chain.
• Apply ITIL best-practices and methodologies. Propose changes to the existing processes and contribute to the evolution of new model/process.
• Prepare, publish and monitor process documentation and process reports.
• Conduct workshops and trainings on ITIL processes. Provide information on ITIL processes related audit queries to internal/external auditors.
• Track, evaluate and drive process improvements and concerns. Monitor and correct process non-compliance.
• Generate Key Performance Indicator (KPI)s and Key Risk Indicator (KRI)s.
• Execute controls at defined time and accuracy.
• Lead the creation, implementation and monitoring of an effective governance with all the regional stakeholders.
• Perform trend analysis and suggest improvements on innovation and modernization.
• Accountable for production issues from incident occurrence, remediation to Root Cause Analysis (RCA) and follow-up and Publish Post Mortems. 
• Estimate production infrastructure and service prices from Total Cost of Ownership (TCO) perspective on cloud or data center.
• Follow-up on end-to-end Business process / Business chain.
• Focus on SLA definition, Review, Monitoring and Reporting of all critical processes.
• Drive conduct key ceremonies of Process / Practice like project kickoff, STEERCO and OPCO etc.
• Strengthen business chain monitoring in co-ordination with Production chapters.
• Crisis Management and Reporting of Key events on Production​

• Profile Required:

• Deploy, execute and improve Information Technology Infrastructure Library (ITIL) processes for the Business Process/ Business chain.
• Apply ITIL best-practices and methodologies. Propose changes to the existing processes and contribute to the evolution of new model/process.
• Prepare, publish and monitor process documentation and process reports.
• Conduct workshops and trainings on ITIL processes. Provide information on ITIL processes related audit queries to internal/external auditors.
• Track, evaluate and drive process improvements and concerns. Monitor and correct process non-compliance.
• Generate Key Performance Indicator (KPI)s and Key Risk Indicator (KRI)s.
• Execute controls at defined time and accuracy.
• Lead the creation, implementation and monitoring of an effective governance with all the regional stakeholders.
• Perform trend analysis and suggest improvements on innovation and modernization.
• Accountable for production issues from incident occurrence, remediation to Root Cause Analysis (RCA) and follow-up and Publish Post Mortems. 
• Estimate production infrastructure and service prices from Total Cost of Ownership (TCO) perspective on cloud or data center.
• Follow-up on end-to-end Business process / Business chain.
• Focus on SLA definition, Review, Monitoring and Reporting of all critical processes.
• Drive conduct key ceremonies of Process / Practice like project kickoff, STEERCO and OPCO etc.
• Strengthen business chain monitoring in co-ordination with Production chapters.
• Crisis Management and Reporting of Key events on Production​