Incident Manager - Remote

Overview

The Incident Manager will coordinate the resolution of incidents while adhering to SLAs, manage the incident documentation base, and ensure overall service quality and availability improvement.

In Short

• Manage customer incident backlog from level 2.5 or other level 3, prioritizing based on urgency.
• Handle escalations and communicate with technical teams.
• Create problem tickets for unknown root causes or recurring issues.
• Implement corrective processes to prevent incidents.
• Investigate incidents thoroughly.
• Document internal ticket processing for the team.
• Support the operations team.
• Contribute to quality meetings.
• Enhance the autonomy of escalation levels 1 and 2 closer to clients.

Requirements

• Bac+5 in Computer Science.
• 3 to 5 years of experience in a similar role.
• Methodological skills: ITIL V3, ISO 20000.
• Proficiency in ServiceNow and Confluence.
• Excellent communication in French and English.
• Strong analytical skills.
• Solution-oriented mindset.
• Attention to detail.

Benefits

• Diverse career paths with internal mobility opportunities.
• Certification and diploma training.
• Regular events to combine well-being and performance.