Incident Manager - Remote

Overview

We are looking for an Incident Manager with 1 to 2 years of experience to coordinate incident resolution while adhering to SLAs, manage the incident documentation base, and ensure overall service quality and availability improvement.

In Short

• Manage the incident backlog from customer BtoC received from level 2.5 or other level 3, prioritizing based on urgency from receipt to resolution.
• Handle escalations, contact technical teams, and inform business stakeholders about resolution progress.
• Create problem tickets if the root cause is unknown or recurring to prevent incidents and reduce their number.
• Prevent and implement appropriate corrective processes.
• Investigate incidents in depth.
• Draft documentation for internal ticket processing within the team.
• Support the operator team.
• Contribute to quality meetings.
• Help increase the autonomy of escalation levels 1 and 2 closer to clients.

Requirements

• Methodological skills: ITIL V3, ISO 20000 standards.
• Experience with Service Now and Confluence.
• Good communication skills in French (written and spoken).
• Good English skills (written and spoken).
• Strong analytical skills.
• Solution-oriented mindset.
• Attention to detail.

Benefits

• Opportunity to work in a leading technology consulting company.
• Professional development and training opportunities.
• Dynamic work environment.
• Collaboration with industry leaders.