Job description
Within the Société Générale Group, Global Transaction Payment Services offers a complete and integrated range of services based on the expertise of Transaction Banking and Payments Services.
The Incident Coordination Unit is a major cross-functional function within flow management department, responsible for supporting operational teams in the management and communication of incidents in collaboration with different kind of partner as technical control towers, Business Lines but also transversal department like Risk and compliance teams. The service also has a role of guarantor and optimization of processes to constantly improve the proper routing of flows through the Information System.
Responsibilities
- 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.
- 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.
To be part of Société Générale Global Solution Centre means to work in a dynamic and active environment where your work has a real impact in the company’s activity.
Our teams work in an Agile mode and are constantly encouraged to collaborate in transversal projects through which they can learn and adapt together in order to contribute to the growth of our center of excellence.