Incident Manager / Problem Manager - Freelance

Project overview

Context

As part of strengthening an IT production team within a major player in the banking sector, we are looking for an Incident Manager / Problem Manager, with a strong focus on ITIL process management, operational governance, and continuous improvement.

The consultant will work in a complex IT environment, coordinating with production teams, IT service providers, and business stakeholders.

The position is primarily focused on steering, structuring, and optimizing incident and problem management processes, not direct technical resolution.

Missions

Tools & Environment

Working Conditions

• Incident Management & Crisis Management
• Manage the lifecycle of production incidents and major incidents.
• Coordinate technical teams, support, and IT service providers.
• Lead crisis cells and ensure follow-up of resolution plans.
• Guarantee regular communication to business units and management.
• Ensure follow-up of service commitments (SLA).
• Problem Management & Continuous Improvement
• Structure and manage the problem management process.
• Organize root cause analyses (RCA) and lessons learned (REX).
• Define and monitor corrective and preventive action plans.
• Reduce incident recurrence and improve production stability.
• Deploy a continuous improvement approach according to the PDCA cycle.
• ITIL Governance & Process Optimization
• Formalize, deploy, and evolve ITIL Incident & Problem Management processes.
• Define and improve procedures, workflows, and escalation paths.
• Lead operational committees and follow-up meetings.
• Support teams in applying best practices.
• Strengthen coordination between business teams, IT, and service providers.
• Reporting & Performance Management
• Build and improve operational dashboards.
• Define and track KPIs: incident volumes, MTTR, SLA, recurrence, and backlog.
• Produce reports for IT teams, business units, and management.
• Identify optimization areas and track improvement plans.
• ServiceNow, Jira, Dynatrace.
• Microsoft 365: Excel, PowerPoint, Teams, Lists, Tasks.
• Infrastructure, networks, middleware, and security.
• Knowledge of DevOps environments.
• Sector: Banking / Financial Services
• Location: Montrouge (92)
• Remote Work: 3 days per week – 2 days on-site
• Contract: Freelance
• Daily Rate: Maximum €520 net of tax
• Volume: Up to 220 days per year
• Experience: Confirmed / experienced profile

Project details

• Start: flexible
• Remote: hybrid
• Location: 92120 Montrouge, France, FR
• Rate: 56-56 EUR/h
• Languages: French