Incident Manager

Project overview

We are looking for an Incident Manager, to improve the processing and management of outstanding incidents.

Your role will consist of:

Profile sought

The skills required to fully assume this role are:

• Ensuring the follow-up of interventions transmitted to maintainers
• Evolving the process and responsibilities for this follow-up of interventions transmitted to maintainers
• Handling complaints and escalations from the establishments you will be responsible for, in order to facilitate the processing of outstanding incident tickets.
• Proactively identifying recurring and improvable situations in incident processing.
• Liaising with the service center, for the follow-up of certain incidents, and working with those in charge of the incident knowledge base to evolve and improve solution sheets.
• Supporting the internal teams of the establishments in the use of incident reporting tools (ServiceNow).
• Participating in various restitution and exchange committees with the establishments.
• Leading and piloting analyses involving technical stakeholders from different backgrounds to resolve complex situations.
• Knowledge of the banking world and more particularly of production
• Knowledge of operating systems, Windows standards and the Workstation environment in a large enterprise context
• Significant experience in Technical Support or as an Incident Manager
• Very strong analytical, synthesis, coordination, animation, and leadership skills
• Very good command of oral and written communication
• Sense of service, results, and user satisfaction
• Team spirit
• Essential reactivity related to production
• Good interpersonal skills and adaptability that allow daily work with multiple stakeholders
• Strong ability to propose solutions

Project details

• Start: 15/11/2026
• Duration: 12 mois renouvelable
• Remote: hybrid
• Location: Toulouse, Occitanie, FR
• Rate: 50-51 EUR/h
• Languages: French