Required skills
- Incident Management
- Problem Management
- ITIL
- Crisis Management
- SLA Management
- OLA Management
- ITSM
- Reporting
- Process Management
- Communication
Nice to have:JiraConfluenceCMDBProcedure WritingOffice SuiteHardwareMessagingMethodologyDocument Management ToolsNetworkingSystemsSecurity
Languages: French
Job description
Manage ITIL Incident and Problem processes, ensuring adherence to best practices, coordinating technical teams, and improving reporting and communication.
Project overview
Incidents:
Problems:
Expected deliverables:
Profile sought
The role consists of ensuring that the Incident and Problem processes, based on ITIL best practices, are well applied within the company. The consultant monitors incidents and problems, ensures their communication, writes incident reports, and follows action plans. They also support the Request and Change process managers.
Work environment
Technologies
- Your missions:
- Assign and coordinate technical teams to resolve incidents.
- Guarantee the resolution level according to SLAs/OLAs, with Team Leaders and Application Managers.
- Communicate with business units, IT management, and internal services.
- Organize and lead crisis cells, and document critical incidents.
- Ensure the implementation of solutions for outstanding incidents, in alignment with other process managers.
- Lead investigation cells and analysis committees.
- Secure KPI reporting and lead metric presentation instances.
- Redesign of INC/PBL reporting and dashboards.
- Review of crisis management, with areas for improvement.
- Implementation of backlog grooming sessions with the teams.
- Raising awareness among support teams on the proper management of incidents and problems.
Project details
- Start: ASAP
- Duration: 3 ans
- Remote: hybrid
- Location: Île-de-France, France, FR
- Languages: French
Indexed by 9am's meta-search. You are a job provider? Claim or manage this listing
Found on free-work.com