IT Operations Analyst (French Speaking)

About the role

WTW is looking for an IT Operations Analyst who is fluent in French and English to join its Regional Delivery Center in Lisbon. The analyst will ensure that critical applications run smoothly, handling incidents and service requests within defined SLA timeframes.

Key responsibilities

• Process and manage incident tickets, including batch‑processing incidents escalated by the Operations Pilot.
• Handle catalogue requests such as file and directory deposits, modifications, creations, copies, transfers, database actions, log transmissions, backup‑tape dispatch, and information requests.
• Execute technical and application‑related changes, ensuring proper reporting and documentation.
• Maintain and update delivery procedures, production‑environment documentation, and batch‑treatment instruction guides.
• Produce daily reports on delivery status and support audit activities by providing required information.
• Collaborate with team members, French IT users, lead Ops, and other stakeholders to prioritize tickets and resolve issues.

Required profile

• Solid operational experience in an IT environment with a structured, methodical approach.
• Strong analytical capabilities and attention to detail.
• Excellent verbal and written communication in both French and English.
• Proven experience handling incidents, service requests, and technical changes in production.
• Experience interacting directly with French‑speaking users and stakeholders.
• Familiarity with audit processes and ability to provide clear explanations.

Required skills

• Incident management
• Batch processing
• Database operations