Incident Manager RUN

Project overview

We are looking for an Incident Manager RUN for one of our major clients in Paris.

Start Date: Early October

Context:

The mission is part of a tribe responsible for customer communication solutions, composed of several squads working on services with high availability and service continuity stakes.

In a complex IT environment involving multiple technical, application, and operations teams, the consultant acts as a cross-functional coordination point for RUN activities and incident management.

The main objective is to ensure operational control of RUN, effective management of incidents, especially major ones, and visibility on service quality for the teams and various stakeholders.

Responsibilities

The consultant will be responsible for the following activities:

Expectations:

The ideal candidate is not just a ticket manager but must be capable of truly taking operational lead of the RUN. They are expected to quickly become autonomous in the scope and be able to take charge of a situation, even when an incident involves multiple teams and the cause is not yet known.

During a major incident, they must be able to structure the crisis cell, identify the right distributed contacts, track actions, maintain a global view of the situation, and ensure communication without necessarily being the technical expert of the failing component.

Outside of crisis situations, they must have a proactive approach to RUN: Detect trends, challenge teams. For recurring incidents, monitor commitments and contribute to sustainably reducing the volume and age of incidents.

Technical Skills:

Significant experience in RUN management and/or Incident Management or Service Management is expected.

The candidate must master the principles of incident and major incident management, notions of SLAs, priorities, criticality, escalation, problem management, post-mortems, change management, and continuous improvement.

IT Skills, Tools, and Environment.

Good knowledge of an ITSM tool such as ServiceNow or equivalent is expected.

The candidate must also have sufficient technical culture to effectively interact with IT teams, application architecture, production environments, flows, APIs, infrastructure, supervision, and general mechanisms.

They are not expected to perform technical diagnosis themselves but must be able to understand technical discussions, ask the right questions, identify dependencies, and challenge teams.

Soft Skills:

• RUN Steering: Monitoring operational activity, incidents, backlog/stock, ticket age against SLAs, and key service quality indicators, identifying deviations, and coordinating corrective actions.
• Incident Management: Handling and coordinating significant or major incidents from detection to service restoration. Mobilizing necessary teams, organizing crisis cells, and tracking actions until resolution.
• Incident Communication: Ensuring regular, factual, and appropriate communication to stakeholders throughout the incident, including while investigations are ongoing.
• Cross-functional Coordination: Acting as the interface between squads, operations/APPOPS teams, the operational hub, and other contributors necessary for diagnosis and resolution.
• Escalation Management: Identifying situations requiring escalation and engaging the appropriate technical or managerial levels to secure service restoration.
• Post-Mortem and Problem Management: Organizing and facilitating lessons learned after major incidents, consolidating the timeline, causes, impacts, and preventive corrective actions. Tracking action plans until completion.
• Change and Release Management Monitoring: Contributing to monitoring changes that may impact production and paying particular attention to changes that have generated incidents.
• RUN Reporting: Presenting necessary indicators for steering, incident volume, SLA compliance, incident stock and age, recurrence, trends, and improvement plans.
• Facilitating RUN Meetings: Preparing and leading operational meetings and committees necessary for service quality monitoring.
• Knowledge Capitalization: Contributing to maintaining documentation of procedures, lessons learned, and best practices necessary for operational management.
• Cross-functional leadership, coordination skills, autonomy, reactivity, prioritization skills, analytical and synthesis skills. Rigor in tracking actions and ability to work with numerous stakeholders.
• Good written and oral communication is essential, particularly for clear and concise communication during incidents.
• Good stress and crisis management. Ability to maintain a structured view of the situation, make coordination decisions, and maintain controlled communication when multiple teams are intervening simultaneously.

Project details

• Start: ASAP
• Duration: 6 mois (renouvelables)
• Location: 75 - Paris, FR
• Languages: French