Incident Coordinator with French

Société Générale Global Solution Centre (SG GSC) acts as a business solution center for Société Générale, one of the largest European financial groups. We provide high-quality professional services for more than 35 countries in various fields of activity – Finance & Accounting, HR, IT and Corporate Operations. Our mission is to be a partner of choice, valued for owning, transforming and innovating through best in class talent.Within the Société Générale Group, GTPS offers a complete and integrated range of services based on the expertise of Transaction Banking and Payments Services.GFL is the flow management department within GTPS.ResponsibilitiesThe Incident Coordination Unit (CCI) is a major cross-functional function within GFL's business lines, 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.Specifically, you will be required to:Manage payment incidents by ensuring the presence of the right stakeholders as quickly as possible and maintaining proper communication with all partnersBe the spokesperson for the GTPS professions during production instances, by arbitrating priorities if needed and identifying impacts and risksEnsures that GFL's needs for the incident system are reportedEstablish a privileged link with GTB business lines to fully understand their needsIdentify and implement actions that will mark an improvement in the perception of incidentsWork in strong collaboration with GBSU to inform the customer vision at the heart of incident processesGFL Incident Coordinator is the entry point both from the point of view of change and its operational implementationProduce documents outlining incident protocolsPrioritize incidents according to their urgency and fluence in the businessProvide support and functional facilitation to team members on processes and change management for the Incident Management projectDetect needs on behalf of GFL regarding stability and robustness and ensure their monitoring by the technical teamsCommunicate with management if a major impact for the client are highlightedInteract with users who open IT support tickets throughout the incident lifecycle , from initial impact assessment to follow up after the incident is closedLog all incidents and their resolution to identify and prevent recurring malfunctions.Profile RequiredProficiency in incident response infrastructure, ITIL, metrics, production environment, incident reports, technical issuesAbility to analyze a high volume of data to identify solutions while working in a high –pressure and fast-paced environmentAutonomy, 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 riskProven problem-solving and analytical skillsAbility to handle major incidents swiftly and judiciouslyTeam player and leader who can also work independently when neededA good level of English/French (B2+/C1)Relevant experience in IT service management, particularly in incident or problem management, is highly valuedCertifications in ITIL or other service management frameworks can be a significant advantage depending on your required skill levelGood knowledge of GTB products such as payment methods and information systems linked to GTPS activity is an advantage.Why Join UsSG GSC is a Great Place to Work® certified company. Here, you will find a flexible workplace and culture, autonomy, constant learning opportunities, dynamism, and talented people, making this experience a real career accelerator. You will also discover all the diversity of our businesses, in a sector that is constantly evolving and innovating.If you feel like ambitiously pursuing your goals, then you have come to the right place.Plus, you will enjoy all our benefits:competitive compensation & remuneration, including annual performance bonuspreventive healthcare plan, and group health & life insurancewide range of flexible benefits within a monthly budgetoffice perks, wellbeing and mental health programsvarious social benefits and bonuses for personal or family eventswork schedule 08h30-19h30/8h shifts by rotation& flexible working environment (hybrid);additional paid and unpaid time off, including Sabbatical leavelearning and growth opportunities based on individual development and career plansunlimited access to various eLearning resources.Business InsightWe are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you’re joining us for a period of months, years, or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA.If you too want to be directly involved, grow in a stimulating and caring environment, feel useful daily and develop or strengthen your expertise, you will feel right at home with us!Still hesitating?We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.We are an equal opportunities employer, and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.