AppIication Support Engineer (French Speaker) | BPCE SI

Natixis in Portugal is a Centre of Expertise whose mission is to transform traditional banking by developing innovative solutions for the business, operations and work culture of Groupe BPCE worldwide. 

As part of Groupe BPCE’s international division, Natixis in Portugal designs and delivers solutions for its two core areas — Corporate & Investment Banking and Asset & Wealth Management — as well as transversal services that support all entities across the Group. 

With more than 3,000 employees representing 46 nationalities, the teams work across Information Technology, Banking Support Activities, and Compliance, in an integrated, inclusive, and cross-functional way, supporting all business lines and platforms of the Group.  

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.

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.

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.

Our workplace reflects the vibrant spirit of our locations, with initiatives such as a Green Transportation Budget, electric bikes and a flexible Hybrid Work Policy. We promote wellbeing through the Honolulu Wellness Club, a Prayer Room, a Lactation Room, and themed Villages that inspire creativity and collaboration. Through our ESG and DEI strategies, we are commited to being inclusive, caring, and fair, ensuring every voice is heard and valued.