ITIL Incident & Problem Manager

Project overview

Summary: This function aims to ensure the effective management of incidents and problems within the framework of ITIL operations, with the goal of maintaining an optimal level of service while meeting customer expectations.

Responsibilities

Must Haves:

Nice to Haves:

• Assign and coordinate technical teams to resolve incidents.
• Guarantee the resolution level according to SLAs/OLAs.
• Work in close collaboration with Team Leaders and Application Managers.
• Communicate about incidents to business units and IT management.
• Organize and lead crisis cells.
• Document critical incidents and monitor performance against SLAs.
• Ensure the implementation of solutions for outstanding incidents to align the various process managers.
• Lead investigation cells and analysis committees.
• Secure KPI reporting and lead meetings for metric presentation.
• Redesign of INC and PBL reporting and dashboards.
• ITIL (Incidents and Problems)
• ITSM
• Remedy
• Confluence/Jira
• Procedure writing
• English
• Crisis management
• ITIL Changes
• CMDB and Requests
• Payments domain (authorization, clearing, fraud/scoring, Instant Payment, tokenization)

Project details

• Location: La Défense, hybrid, 3 days on site
• Framework: Incident and problem processes based on ITIL best practices
• Language: English
• Start: flexible
• Duration: > 12 months
• Remote: hybrid
• Location: Courbevoie, France, FR
• Languages: English, French