monitoring & operations pilot

The objectives of the EGIS group regarding SUPERVISION services are as follows :

• Ensure 24/7 supervision of EGIS assets, particularly in a strong context in terms of security and in the face of repeated attacks from hackers who are increasingly familiar with new cyberattack techniques
• Improve the general level of the SUPERVISION service provided to users of the EGIS group
• Ensure better control of the supervision of its assets, by ensuring that each request to add/remove equipment or an application is followed by an update of its supervision tool
• Apply and enrich the supervision instructions which involve the execution of simple tasks such as restarting services on servers via a tool developed specifically for this or sending communications by email
• Ensure escalations to system administration teams
• Guarantee obtaining a high level of service, particularly in resolving problems (during recurring incidents) linked to the supervision tool
• Continue and strengthen the policy of standardization of naming rules and application of surveillance models
• Contribute to improving the management and control of the assets owned by the EGIS group
• Optimize the use of this fleet and promote the rapid provision to users of replacement infrastructure equipment in the event of a breakdown
• Guarantee the good performance of the reporting intended for our professions from CENTREON as well as those intended for Digital IS & IT in terms of availability rate of the EGIS IS (MAP, BAM, MBI) and improve/develop these reports
• Support EGIS in its critical transformation from OnPremise mode to Cloud mode (AZURE) for all EGIS group data. This potentially involves adaptation to a new supervision tool
• Performs starting, stopping and permanent monitoring of resources with reference to the day's work schedule.
• Alerts on-call obligations and intervenes in incidents.
• Resumption of work after resolution.
• Feeds the incident database.
• Maintains piloting documentation.
• Participate in new projects by integrating applications into monitoring tool and by taking in charge new application production plan
• Provide technical support to internal users and external customers, addressing inquiries, troubleshooting issues, and resolving problems in a timely and efficient manner (respect of our internal SLA).
• Foster positive relationships with end-users and stakeholders, ensuring their needs are met and their feedback is valued and acted upon.
• Stay abreast of emerging technologies, trends, and best practices in IT monitoring
• Identify opportunities for process improvements and optimization, be a source of suggestions for improvement purposes
• Ensure the implementation of operating procedures
• Ensure the drafting of documents related to its activity as part of recurring operations
• Develop your technical and methodological know-how through the opportunities offered within the IT department (training, personal culture, working together with a technical expert from the team)
• Participate in various follow-up meetings (daily, weekly)
• Ensure clear reporting and give visibility of your work to your Manager and direct hierarchy
• Record and qualify technical incidents. Complete tickets and statuses correctly
• Participate in the diagnosis and resolution of incidents and problems
• Ensure problem management in the event of recurring incidents, first finding a workaround solution if necessary then secondly a definitive and lasting solution
• Process requests for changes to its scope and monitor their completion.
• Provide assistance to the EGIS change manager to technically qualify requests and participate in the CAB (Change Advisory Board) if necessary. Evaluate the risks and possible impacts.