Support Manager

• VPTI Objective

• Reduce the number of incidents

• Ensure operational stability and performance

• Accelerate and improve incident handling

• Improve incident resolution efficiency by fostering coordination among stakeholders

• Strengthen and improve follow-up and escalations with IFDS

• Be more proactive; challenge incidents, root causes, and action plans

• Must demonstrate strong leadership

• Must possess a continuous improvement mindset

• Must be autonomous and proactive in identifying and implementing processes

• Excellent coordination skills

• Demonstrates initiative, organization, and a strong sense of priority to orchestrate multiple simultaneous actions

• Analytical skills to investigate complex technical issues, identify root causes, and find appropriate solutions, leveraging technical experts when necessary

• Excellent understanding of IT systems and applications

• Knowledge of support tiers (L1/L2) and ITIL best practices regarding incident and problem management

• Clear and effective communicator in French, capable of simplifying technical issues for non-technical stakeholders

• Monitoring IT Support Performance Indicators: Define, implement, and monitor IT support performance indicators within the Savings sector.

• Support for Indicator Implementation: Collaborate with teams to implement performance indicators within the Savings ecosystem.

• Responsibility for IT Support Performance: Be accountable for the overall performance of IT support within the Savings ecosystem.

• On-Call Schedule Management: Develop and maintain the schedule for on-call resources based on required expertise.

• Analysis of IT Incident Statistics: Analyze IT incidents to identify trends and recommend corrective actions.

• Monitoring of Vendor Major Incident Reports: Verify the quality of major incident reports submitted by vendors and ensure compliance with action plans.

• Receipt and Validation of Incident Reports: Ensure the timely receipt of well-documented incident reports.

• Facilitation of Daily Coordination Meeting: Lead the daily IT Support meeting for the Savings sector and ensure follow-up on ongoing incidents.

• Monitoring of PRB Incidents: Participate in PRB meetings and rigorously document cases in collaboration with designated leads.

• Monitoring of Open or Uninitiated PRBs: Ensure follow-up on ongoing PRBs and participate in coordination meetings with the steering committee.

• Representation of the Savings Sector in Committees: Represent the Savings sector in various committees and ensure visibility regarding incidents and requests.

• Monitoring of Critical Bugs (P1 and P2): Lead the analysis of critical bugs and ensure follow-up on corrective actions.

• Recommendation of Improvements to Reduce Incidents: Identify and recommend improvements to decrease the frequency and impact of IT incidents.

• Prioritization of Improvements: Distinguish "quick wins" from strategic improvements requiring prioritization in consultation with the Stability Domain Architect (DA-Stabilité).

• Recommendation of Priority PRBs: Propose priority PRBs to the Stability Sector Architect (SA-Stabilité) for inclusion in delivery plans.

• Critical Evaluation of Root Cause Analyses: Critically review vendor analyses and action plans to ensure their rigor and thoroughness.

Maarut