Operation Analyst(F/H)

Context

Worldline Core Operation Services department provides transversal IT production services to all Worldline Business lines around the world. We focused on real time monitoring for major international services (secured payment, high-tech services, web sites). As a service oriented department, we are experts in supervision, fast incident response and related tools. Our full team is made up of 120 people located in different European countries (Belgium, France, Germany, the Netherlands, Luxembourg).

Responsibility

Your key responsibility is to support the 24/7 supervision team to optimize their skillsets in monitoring activity and gain autonomy to their work. And as a team member, you will have the opportunity to join an international team of 8 people and you will report to the Operation Analyst team manager. You are expected to be in constant interactions with Worldline engineers (Network, DBA, system, business experts ) in different countries to help them to improve their processes and operations.

Lastly, we seek for an organized, innovative and rigorous colleague to join our team. Maintaining excellent relationships with our internal customers is essential for this role. You will be expected to host regular service management meetings based on KPIs, definition and follow up of improvement plans.

As member of the Production Analysts teams, you will participate in the following tasks:

- Day-to-day production follow-up, propose any improvement able to increase production quality.
- Promote our Monitoring Tools to all Worldline Engineering teams, and to support them in their use.
- Develop and conduct quality reports with KPIs, manage meetings, define and animate action plans
- Identify recurrent incidents, non-relevant or missing alerts and ask for improvement
- Give to Supervision teams any support (procedures, training) to increase their skills and their autonomy
- Bridge between Supervision teams and any Engineering team (Network, DBA, System, business experts ) in any country
- Participate in tooling improvement : propose new functionalities or improve the existing one, contribute in the deployment of standard supporting tools
- Automate tasks with low added value
- Deploy automation response, fine tune observability, monitoring, filtering, correlation and end to end alert testing
- Coordinate integration of new services in production
- Manage operational documentation according to monitoring requirements
- Provide expertise and support to the Engineering teams for any topic related to monitoring and alerting

Main requirements and skills:

- You have a University degree, BAC+2/3 in an IT related discipline or equivalent through relevant work experience
- Good experience in production environment
- Good generalist technician, able to interact and align with any expert stakeholder
- Innovative and proactive: able to take the initiative to review processes and tools, and propose improvements
- Strong team player
- analytical and problem solving skills
- Interpersonal skills : partner with various teams and units in order to manage an efficient production process. Able to establish and maintain effective work relationships
- Communication skills: ability to develop reports and communicate technical information in a clear and concise manner
- Organization and time management skills: able to simultaneously handle multiple assignments
- Service oriented: ability to understand and analysis needs of internal customers
- You are proficient in French & English, spoken and written
- ITIL Knowledge is a plus