Required skills
- ITIL
- ITIL Incident Management
- ITIL Problem Management
- ITSM
- Incident Management
- Problem Management
- Remedy
- Operational Documentation
Nice to have:ConfluenceJiraITIL Change ManagementITIL CMDBITIL Request ManagementMessagingOffice ToolsSystemsNetworksSecurityIT Technologies
Languages: French · English
Job description
ITIL Incident and Problem Manager responsible for coordinating technical teams, ensuring SLA adherence, and managing critical incidents. The role also involves problem management, reporting, and continuous improvement of incident and problem management processes.
Project overview
ITIL Incident & Problem Manager
Main Responsibilities
Incident Management
Problem Management
Reporting & Continuous Improvement
Profile
Expected Expertise:
Proficiency:
Familiarity:
Additional Knowledge:
Languages
- Ensure and coordinate the various technical teams in resolving incidents.
- Guarantee compliance with SLAs/OLAs and the proper resolution level of incidents.
- Work closely with Team Leaders and Application Managers to ensure the expected level of service.
- Ensure communication regarding incidents to business units, IT management, and internal IT services.
- Organize and lead crisis cells during critical incidents.
- Document and maintain updated information related to critical incidents.
- Lead and monitor the performance of the incident management process.
- Ensure proper handling of recurring or outstanding incidents to identify and address associated problems.
- Coordinate the various technical stakeholders involved in problem resolution.
- Organize and lead investigation cells and analysis committees.
- Document and update information related to critical problems encountered.
- Lead the performance of the problem management process using SLAs and KPIs.
- Secure reporting and lead instances for presenting metrics.
- Redesign reporting and dashboards associated with Incident & Problem processes.
- Review crisis management and propose areas for improvement.
- Implement backlog grooming sessions with the teams.
- Raise awareness among support teams on best practices for incident and problem management.
- ITIL
- ITIL Incident Management
- ITIL Problem Management
- ITSM
- Remedy
- Writing procedures and operational documentation
- Confluence
- Jira
- ITIL Change Management
- ITIL CMDB
- ITIL Request Management
- Messaging
- Office tools
- Systems
- Networks
- Security
- IT Technologies
- French: expert
- English: proficient
Project details
- Start: ASAP
- Duration: 3 mois renouvelable
- Remote: hybrid
- Location: La Défense, Île-de-France, FR
- Languages: French, English
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