We are currently looking for an Incident Manager, on behalf of one of our clients, a well-known financial institution.

RESPONSABILITIES

The Incident Manager will reports to the Manager of IT Service Delivery Incident & Problem Management team

Your main tasks will be:

• Incident Manager daily activities :

- realtime review of P1/P2 incidents

- realtime review of incidents in classification status

- escalation for blocking points

- communication regarding incidents

- follow up of high and critical incidents (crisis meeting organizer)

- DIP (Daily Incident and Problem review) meeting (review of P1/P2 incident every morning)

- control the quality of tickets contents (title/description/priority/category)

- major incident report creation

• Manage a crisis following the crisis management process
• Continuous improvement of ITIL Incident Management process
• Align the process with our supplier
• Extend Incident Management process to Toronto, Kuala Lumpur and London
• Define, produce and analyze KPI
• Create and share Weekly Incident Review (WIR) reporting
• Training on Incident Management Process for IT teams and business
• Strengthen the link with Problem Management (using PDCA)
• Improve the link with SLM (Service Level Management)

SKILLS

Technical Knowledge:

* Knowledge of ITIL best practices specifically incident and problem management processes

* Good IT background and knowledge of main technologies (Network, Databases, Windows, Office, …)

* Experience in a support team is welcome

Business Knowledge:

* Basic knowledge of the investment fund business

* Knowledge of the mains services used by banking sector

Key Competencies Required:

Strong communication skills, good relationship with people, strong written and speaking competences in French & English, sense of initiative, adaptability, concern for quality, able to manage priorities, sense of urgency, process oriented, client minded.

DETAILS

• Contract : permanent (CDI)
• Start : ASAP
• Salary : according to profile and experience