Run Analyst (with French)

Run Analyst (with French) – CGI

Location: Lisbon or Porto, Portugal (must be in Portugal, office 3/5 days per week).

Responsibilities

• Application support, production monitoring, incident management.
• Problem identification.
• Qualify incidents and perform root cause analysis.
• Escalate fixing proposals.
• Guarantee the management of incident requests:
  • Ensure production monitoring (processing of files, problem management, review of authorizations, monitoring of end‑of‑period treatments, management of service continuity plans).
  • Qualify incident reports and propose solutions.
  • Analyze malfunctions, diagnose and solve them or elevate to the concerned team, following up on resolution.
  • Conduct checkpoints at major project stages and raise alerts in case of non‑compliance in collaboration with squad members (Tech lead, developers, IT engineer).
  • Alert management and the squad of any major malfunction detected.
  • Provide first feasibility and complexity assessments, contributing to the choice of corrective solutions with the squad.
• Guarantee the performance of operational monitoring over the allocated period, ensuring responsiveness in service restoration and compliance with SLAs:
  • Assess risks that may arise during activities within the scope of responsibility.
  • Ensure objectives and deadlines are met, respecting SLAs.
  • Identify and request essential resources.
  • Develop functional or technical macro solutions, seeking additional resources and expertise if required.
  • Validate solutions and hypotheses (functional or technical).
  • Ensure deliverables related to operations are kept updated according to standards and norms.
• Be an active participant in skill development (functional and technical) within the scope of activity:
  • Participate in meetings and committees related to the scope of intervention.
• Contribute to communication within the scope of activity:
  • Ensure communication with stakeholders at defined frequencies.
• Organize documentation/knowledge base of solutions:
  • Keep it updated with FAQs and bug‑fixing information.
  • Prepare technical documentation.
  • Promote continuous improvement and reduction of incidents.
  • Challenge the team constructively and share ideas.
• Additional: Willing and able to work outside normal office hours in exceptional circumstances; available for occasional travel.

Required Qualifications

Technical Skills

• Experienced in application production run support.
• Incident management on web front systems and associated APIs.
• Knowledge of web technologies (Java EE, REST and SOAP Web Services, APIs, Angular, responsive web applications).
• Event streaming message technology: Kafka.
• Tools: Service
  Now, Jira, CMS, Oracle, SQL databases.

Essential

• At least 3+ years of experience in a similar position.
• Strong background in application production run support.
• Autonomous, rigorous, with strong personal commitment.
• Proactive, curious, and innovative mindset.
• Ability to remain calm and manage stressful situations such as production errors.
• Ability to manage and prioritize incidents.
• Excellent interpersonal and communication skills at all organizational levels.
• Familiarity with Agile methodology (SCRUM) is desirable.
• Up to 10 years of experience is considered a plus.

Language Skills

• French (Fluent).

Soft Skills

• Strive for customer satisfaction.
• Deliver high‑quality results.
• Respect procedures, methodologies, and directives.
• Strong stress and conflict management skills.
• Good listening and questioning ability.
• Strong learning capability.
• Ability to plan ahead and prioritize workload.
• Adaptability to changes and evolution.

Seniority level

Entry level

Employment type

Full‑time

Job function

Business Development and Sales

Industries: IT Services and IT Consulting