FBS Tier 2 – Support Analyst

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October 31

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Capgemini

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Enterprise • Artificial Intelligence • Cybersecurity

Capgemini is a global leader in partnering with businesses to transform and manage their operations by harnessing the power of technology. With expertise across a wide array of industries such as aerospace, automotive, banking, and healthcare, Capgemini provides a constantly evolving portfolio of services to meet the ever-changing needs of their clients. Their offerings include cloud, cybersecurity, data and artificial intelligence, and enterprise management, among others. Capgemini also emphasizes innovation and sustainability, helping companies achieve digital transformation while promoting environmental and social responsibility. Additionally, Capgemini provides career opportunities across various levels and professions, encouraging innovation and diversity in its workforce.

10,000+ employees

Founded 1967

🏢 Enterprise

🤖 Artificial Intelligence

🔒 Cybersecurity

📋 Description

• Service Coordination: Act as the central point of contact for FNWL vendor services and development teams, ensuring alignment and accountability across all support layers. • Incident Management: Triage and resolve incidents with urgency and precision. You’ll prioritize based on business impact and keep stakeholders informed throughout the lifecycle. • Problem Management: Analyze recurring issues, perform root cause analysis, and implement long-term fixes to reduce incident volume and improve system resilience. • Preventive Maintenance: Conduct regular system health checks, apply patches, and ensure compliance with security and support standards. • Service Intake & Monitoring: Monitor ticket queues, drive resolution priorities, and escalate to Tier 3 SMEs or Tier 4 vendors when needed. • Collaboration & Communication: Work cross-functionally with developers, product managers, and external partners to ensure seamless service delivery.

🎯 Requirements

• - 1 to 3 years of experience in similar roles • - Preferred life insurance background • - Preferred bachelor's degree in IT fields • - Upper intermediate / Advanced English skills • **Main Skills** • - Clear communication • - Triaging and troubleshooting • - Stakeholder management (Occasionally) • - Process Oriented, Structured • - Working under pressure • **Other Critical Skills** • - Service Now • - CloudHub (nice to have)** • **Software / Tool Skills** • - SQL • - PowerBI • - Office • - Python

🏖️ Benefits

• This position comes with competitive compensation and benefits package: • - Competitive salary and performance-based bonuses • - Comprehensive benefits package • - Home Office model • - Career development and training opportunities • - Flexible work arrangements (remote and/or office-based) • - Dynamic and inclusive work culture within a globally known group • - Private Health Insurance • - Pension Plan • - Paid Time Off • - Training & Development • - *Note: Benefits differ based on employee level