Incident Manager

Project overview

#StormYourCareer Join STORM GROUP and grow with us!

Manage relationships with banking institutions, drive the resolution of complex incidents, and optimize production processes.

Within the Incident and Performance Monitoring department, we are looking for an Incident Manager – Banking & Workplace Production. Positioned at the heart of service quality and satisfaction for partner banking institutions, your role will be crucial and strategic: you will be responsible for managing outstanding incidents, coordinating escalations, monitoring maintainer interventions, and continuously improving ITSM processes and solution sheets.

Your Future Environment

You will work at the Toulouse site, within an organization dedicated to large-scale banking IT production. Interacting directly with banking institutions, hardware/software maintainers, the Service Center, and technical experts (Windows systems, network, workstations), you will be the key contact to streamline the handling of complex tickets. You will work in a dynamic environment that encourages proactivity, teamwork, and the constant pursuit of operational performance optimization.

Your Key Missions

Major Incident Management, Escalations & Institution Relations (RUN & MANAGEMENT MODE):

Continuous Improvement, Support & Coaching (PROCESS & CONSULTING MODE):

• Manage and coordinate relationships with banking institutions for the monitoring, handling, and resolution of outstanding incidents.
• Handle complex complaints and escalations from institutions under your responsibility to resolve critical situations.
• Lead investigations and coordinate cross-functional crisis/analysis meetings involving technical experts from various backgrounds (task forces).
• Ensure follow-up and follow-through of interventions assigned to external maintainers and evolve responsibility matrices.
• Lead and participate in restitution committees, performance monitoring, and periodic exchanges with banking entities.
• Proactively identify recurring incidents (Problem Management) and propose structured action plans to eradicate root causes.
• Maintain daily contact with the Service Center and collaborate with knowledge base managers to create and optimize solution sheets.
• Coach and train internal teams at banking institutions on the optimal use of ITSM tools (ServiceNow).
• Evolve production monitoring processes to reduce Mean Time To Restore (MTTR) and maximize user satisfaction.

Requirements

Your Assets

Our Benefits

5 Reasons to Join Us

Our Selection Process

Ready to join a team of committed experts? Don't hesitate, join the Storm Team!

Storm Group encourages an inclusive and multicultural culture where diversity of profiles enriches our collective intelligence. By joining the Storm Team, you become part of a committed ecosystem that places the development of your talents at the heart of its strategy, while actively contributing to solidarity and reducing environmental impact, both within our offices and in the large-scale projects we undertake for our clients.

Work Environment

Storm Group is a consulting firm specializing in the transformation of Information Systems and Organizations. We support our clients across the entire IT value chain, from expert sourcing to strategic consulting and software engineering.

Our clientele primarily consists of major players in banking, insurance, and finance, for whom we mobilize rigorously selected consultants for their most strategic projects.

• Education: Master's degree (Bac+5) (Engineering School, Business School, or Master's degree in IT/IS Management
• Profile Code P128
• N4).
• Experience: You have solid and confirmed experience of 5 to 8 years in IT production, with proven experience as an Incident Manager or Technical Support Manager in a large banking account environment.
• Essential Technical & Business Skills:
• Excellent knowledge of the banking world and its IT production requirements.
• Solid technical understanding of enterprise infrastructures, Windows operating systems, and the Workstation (Workplace) environment.
• Mastery of incident and problem management processes according to the ITIL v3/v4 framework.
• Advanced experience with leading ITSM tools, particularly ServiceNow.
• Soft Skills & Posture:
• Very strong analytical, synthesis, coordination, and multi-stakeholder management skills.
• Excellent interpersonal skills and oral/written communication abilities to lead committees and manage tense situations.
• Responsiveness, strong service orientation, results-driven mindset, and customer/user satisfaction focus.
• Initiative, proactivity, and ability to propose improvements to processes.
• Keen Sense of Diplomacy and Firmness: Ability to manage institutional complaints while demanding maximum commitment from technical teams and maintainers.
• Banking Production Culture: Constant reflex to measure the business impact of IT malfunctions to prioritize recovery actions.
• Pedagogy and Change Management: Ability to simplify technical issues and train users on ServiceNow best practices.
• Transport ticket reimbursement up to 75%.
• Meal vouchers subsidized by STORM GROUP at 50% (€10.5/day).
• Gymlib / Wellpass access (sports and well-being).
• Health/Provident insurance plan with Alan.
• Continuous training: Access to Udemy Business and support for certifications (ITIL 4 Managing Professional, ServiceNow Certified System Administrator / ITIL Incident Management).
• Co-optation bonus, profit-sharing, and participation bonuses.
• Work schedule: Client site based in Toulouse with hybrid remote work arrangements.
• Tailored Career Path: Co-create a unique professional trajectory adapted to your ambitions.
• Strategic Missions: Work on large-scale projects, perfectly aligned with your expertise.
• Dedicated Support: Benefit from structured annual management to ensure your continuous progress.
• Continuous Excellence: Develop your skills daily within a demanding ecosystem.
• Sustainable Performance: Thrive in an environment where business requirements respect your work-life balance.
• Introductory call with a recruiter.
• Technical interview with in-depth assessment (Practical case study of managing a critical banking escalation for a Workplace scope, leading a crisis cell on ServiceNow, defining performance indicators, and writing an executive summary).
• Final meeting to validate fit and project outlook.

Project details

• Start: ASAP
• Duration: 1 mois
• Remote: hybrid
• Location: 31000, Toulouse, Occitanie, FR
• Languages: French