Application Support Specialist
1 month ago
Job Summary
We are seeking a highly skilled Application Support Analyst to join our team at Crédit Agricole CIB. As a key member of our support team, you will be responsible for providing technical support for our core banking applications, ensuring high-quality service delivery to our customers.
Key Responsibilities
• Manage user requests and incidents in a timely and efficient manner
• Prioritize user requests based on their urgency, criticality, and context
• Investigate and resolve incidents, ensuring adequate communication with users and stakeholders
• Perform daily support tasks, including sanity checks and on-call duties
• Contribute to change requests, urgent data modifications, and INTPRODs executions
• Escalate issues as needed, while remaining the primary point of contact for users
• Push for sustainable resolutions and knowledge management
• Identify root causes and prioritize remediation actions for incidents
• Contribute to major incident reports and post-mortems as required
• Develop and maintain support documentation to ensure knowledge sharing and consistency
• Act as the primary communication channel with stakeholders, including users, senior management, and other IT teams
• Participate in major events, such as BCP, disaster recovery, and production interventions, synchronizing with other support engineers, users, and stakeholders
• May extend activities to complementary tasks like testing or business analysis if part of the squad
• Possess excellent communication skills, with the ability to translate technical issues into simple language understandable by business and operations teams
Requirements
• Solution-oriented, business-focused mindset with a continuous improvement approach
• Basic technical skills, including SQL, Unix, Microservices, and CI/CD tools
• Excellent analytical skills, with the ability to multitask and manage stress
• Exposure to monitoring tools and automation
• Good communication and management skills, with experience in operations and business
• Problem-solving mindset with a focus on continuous improvement
• Functional knowledge of similar applications and systems
• Minimum 4 years of experience in application support, with exposure in the banking industry (a plus)
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