Job Description Summary
The Incident Analyst Trainee is responsible for the ongoing incidents and provide / request updates within the incident lifecycle and looks for opportunities to improve the performance of services to deliver enhanced value to the business.
You will be part of a team based in Porto covering all market operational hours and will work in a high-tech learning environment with colleagues across all Euronext locations.
Acts as an ITIL analysist and develop existing processes, procedures and methods to promote effective business and systems operations through standardization, improvement, simplification and discontinuance
Establishes and maintains strong and productive relationships with key stakeholders ensuring that the service requirements of the business are understood and are incorporated into a framework of continuous improvement.
Ensure incidents are escalated and facilitated to enable efficient and timely service restorations :
Communicate with all levels of management regarding Priority 1 and Priority 2 incidents;
Support rotating on-call support for Priority 1 / 2 (24x7);
Perform initial Priority assessments and mediate Priority assessment disputes;
Facilitate the restoration of service. Facilitate discussions and identify resulting action items;
Ensure the correct technical staff is working on an incident;
Escalate issues during the issue resolution;
Facilitate and support lessons learned reviews;
Assist with enhancements of incident process documentation & incident reports;
Assist in measuring and improving, information and experience within incident management;
Ensure strong, clear and effective communication across all release stakeholders;
Ensure standards, tools and best practices are implemented;
Educate community about Incident Management services;
Completes ad-hoc and ongoing projects on an as-needed basis.
Drives the continual improvement of ITIL processes by analyzing process performance data and measures, comparing process performance against performance targets, reporting process performance information, and recommending changes to processes, performance measures and / or targets to maximize process performance;
Identifies and utilizes effective benchmarks to provide references against which Service management process performance can be effectively measured and evaluated;
Evaluates processes to identify desired outcomes and process performance drivers;
Performs detailed analysis of processes and identifies key measures of process performance for base lining and attainment of desired outcomes;
Develops and document Incident Management processes and procedures;
Provides support and guidance to the technical teams as they implement service management policies;
Understands advanced concepts and navigates the relationships between Processes, Process requirements, and business / IT management needs that are moderate to complex in nature which may span across multiple ITSM Processes;
Maintain standard operating procedures (SOP) and job aids ensuring they are current and easily accessible.
Enthusiasm combined with a collaborative attitude.;
Excellent communication skills, both oral and written;
English is a must, as it will be used on a daily basis to communicate with other teams and customers;
Excellent interpersonal skills;
An affinity with : O / S Windows, Linux ; Database MS SQL / Oracle; Monitoring Systems - Nagios; Network - Juniper / Cisco;
Degree, CET or equivalent in a computer related subject.
Knowledge of financial markets;
Knowledge of Equities and Derivatives financial instruments (e.g. Futures, Options / Warrants);
Knowledge of ITIL framework and processes.
A hands-on mentality and a structured way of working;
The ambition and potential to develop a successful IT career;
Ability to multi-task and prioritize;
Strong awareness and interest in technology;
Superb problem solving skills;
Experience in working effectively within a team and on your own;
Excellent organizational skills.
We respect and value the people we work with
We are unified through a common purpose
We embrace diversity and strive for inclusion
We value transparency, communicate honestly and share information openly
We act with integrity in everything we do
We don’t hide our mistakes, and we learn from them
We act with a sense of urgency and decisiveness
We are adaptable, responsive and embrace change
We take smart risks
We are positively driven to make a difference and challenge the status quo
We focus on and encourage personal leadership
We motivate each other with our ambition
We deliver maximum value to our customers and stakeholders
We take ownership and are accountable for the outcome
We reward and celebrate performance
We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor.
We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.
This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.