MAIN RESPONSIBILITIES：
You are the customer contact for request and incident management.
·  Manage service request and incident through GTO ticketing system.
·  Manage customer communication.
·  on duty for support or operation.
 
You provide the first line technical support to customers on hosted and managed services.
·   Search solution within Gemalto knowledge data base
·   Provide customer with an answer based on findings within the ticketing system
·   Escalate to L2 support & operation depending on the criticality
·   Contribute to problem management under L2 support & operation guidance.
 
You provide service monitoring and associated predefined actions on hosted and managed services.
·   Address events raised by monitoring system
·   Validate the alert and apply the corrective actions using the associated working instruction.
·   Validate that the working instruction has the expected effect on the alert.
·   Escalate to L2 support & operation if alert cannot be managed
  
You provide recurring service operations on hosted and managed services.
·   Provide service reporting to SDM.
·   Provision data in the system.
·   Run housekeeping actions.
·   Do preventive monitoring to secure SL
 
You participate to the handover from set up to production.
·   Review the service documentation
·   Test monitoring and internal tools
 
MAIN REQUIREMENTS：
Education
Technician in informatics or University student in Engineering (Computing/Electrical / Electronic)
Experience
IT administration
Experience in support activity is a good asset.
Professional Knowledge
Call management
Escalation management
Incident management
Oral presentation
Documentation, e-mail writing
Customer relation
ship management
 
Tools
Linux-Unix admin
Weblogic and Oracle is a plus.
Unix/Shell scripts usage
Ticketing system
 
Language
English 

Interpersonal skills
Good communication ability
Well organized person
Process minded
Team player