AppIication Support Engineer (French Speaker) | BPCE SI

Company Description

Natixis in Portugal is part of the Global Financial Services division, where it applies technology for the development of financial expertise in its two global business lines – Corporate & Investment Banking and Asset & Wealth Management – and, transversally, for the entities of Groupe BPCE.

The Centre of Expertise, based in Porto, currently has more than 2,400 employees from over 30 nationalities, organised in three main departments: Information Technology, Banking Support Activities and Compliance. These teams work in an integrated, inclusive and transversal way, supporting and creating value for all the business lines and platforms of the group. The project in Porto is one of the biggest investments in Human Resources ever made by Groupe BPCE worldwide.

A disruptive mindset and a culture of proximity and agility identify Natixis in Portugal Team and reflect the company's mission to transform traditional banking at a global scale: a perfect match in the Portuguese dynamics and entrepreneurial ecosystem.

In 2024, Top Employers Institute has awarded Natixis in Portugal the Top Employer Portugal accreditation for the second time. This certification recognizes excellence in people practices, following the example of our head office, in France, who was certified Top Employer France for the eight year in a row.

Job Description

The support Application Engineer is responsible for overseeing the quality of incident management within the run environment. This role involves receiving and addressing incidents or issues reported by users or through monitoring alert systems. The officer will handle and escalate incidents as needed while proposing preventive actions within their area of expertise.

Key Responsibilities:

Level 2 Support: Respond to user inquiries and ensure the effective reception of reported incidents.
Monitoring Oversight: Manage monitoring alert systems and guarantee the timely reception of declared incidents.
Incident Resolution: Address or escalate incidents that arise, optimizing system performance in the process.
Follow-Up and Satisfaction: Control the implementation of proposed solutions and assess customer satisfaction resulting from these resolutions.

Qualifications

Strong understanding of banking operations and their information systems.
Solid knowledge of banking practices and business processes.
Excellent interpersonal skills to continuously enhance relationships between business units and IT.
Ability to coordinate and manage interdependencies effectively.
Proficient in creating and maintaining tracking documents and enriching knowledge bases.

Performance Indicators: 

• Incident ticket inflow, backlog, and processing times as per the General Service Agreement (GSA).
• User satisfaction metrics derived from User Satisfaction Barometers.
• Timeliness in processing requests and incidents.

Tools Utilized: Experience with ServiceNow or other ticketing systems, log analysis, and incident management.

Language Requirement: Minimum proficiency in French at C1 level.

This role is crucial for ensuring high-quality service delivery and maintaining strong relationships between users and IT support, ultimately contributing to enhanced user satisfaction and operational efficiency.

Additional Information

#MuchMoreThanJustAJob

Early morning. Campo 24 de Agosto. In 4 minutes, you are clocking in at the office. Start your day having breakfast with the Team and grab fresh fruit on the way to your seat, in one of Porto’s most typical neighborhoods. This Purple Day is going to be a busy one: daily meeting ensuring all team members are on the same page regarding work status, priorities and blockers, language class and, just after, a Talent Management meeting with your manager, discussing your career path. 

Lunch break. Today, your Team is onboarding newcomers, but also welcoming French colleagues: the perfect excuse to walk downtown and bond over a francesinha. When returning, inhale nature and peace of mind in Natixis Urban Garden (look at the crops; ready to harvest!). 

Back inside. Brainstorming session on a new, exciting project in our disruptive and immersive Manaus Village. The afternoon went flying (tasks, meetings, some jokes with your teammates). End it on a high note: celebrating cultural diversity with a Diwali, the Indian festival of lights. 

Tomorrow, you attend a conference led by influential speakers in your industry and, the day after, you will work from home, benefitting from some focus time to complete that report and soft skills course on LinkedIn Learning. Once you are done with your work for the day, strike the right note playing with Natixis band or be part of a board games session. If that is too steady for you, meet your colleagues to catch some waves or sail the Douro river during golden hour.