We are Hexa Consulting, an Hexa Group brand. We were born with the ambition to deliver qualified and personalized services in the IT Sector, all over the world.
What you will be doing
Main Responsabilities
• Monitoring production environments and proactively implement actions to ensure its good health
• Be involved in change workflows (after working hours, on weekdays or weekends – rotation between team members)
• Taking in charge all the support requests raised by ticketing by users located worldwide (JIRA and Service Now)
• Participate in meetings to discuss with different agents by providing the technical perspective
• Answering to the requests with a good level of quality and respecting priorities and deadlines
• Following the dedicated workflow for requests management
• Be able to suggest improvements to the Support Activity
• Ensuring good communication with Users (worldwide) and IT Project teams
• Manage incidents according to Service Delivery / ITIL Standards, and in coordination with other teams, including production/infrastructure teams.
• Availability to perform On Call Duties / Weekend interventions on a rotational team basis
What you will bring
Technical Skills
• Proficiency in at least 1 Database (Oracle, SQL Server, Sybase) - Mandatory
• UNIX/LINUX environment
• ITIL (nice to have)
• Good Level of English - Mandatory
• At least 3 year of professional experience in Production Support - Mandatory
Soft Skills
• Good relational qualities
• Good communication
• Accuracy, reactivity & proactivity, autonomy and curiosity - Mandatory
• Resiliency, process oriented, methodical - Mandatory
• Team Spirit
• Interest to learn the Business
• Client focus
