Incident, Problem & Change Manager



Under the responsibility of the IT Performance Manager of the IT Department (DSI), you will be responsible for the proper follow-up of incidents, problems and change requests.


Purpose Of The Position

  • Write, Manage and Optimize Associated Processes: Incident, Problem & Change (IPCM)
  • Ensure the follow-up and analysis of critical/major incidents and are the interface of the various teams of the IT department
  • Inform users of incidents and changes by producing appropriate communications
  • Animate situation reports, crisis unit, write and disseminate the report within the defined deadlines
  • Facilitate Root Cause Analysis workshops with IT department managers and produce feedback (REX)
  • On the basis of these REXs, build and monitor continuous improvement action plans


Main Missions

  • Your missions can be structured around the following actions:
  • Critical Incident Management:
    • Communicate about the incident and escalate to the contributing teams
    • Manage action plans and conference calls
    • Ensure the completeness of incident tickets (opening/closing)
    • Issue a post-mortem incident report as soon as service is restored.
  • Problem Management:
    • Create and prepare problem instances and ensure that they are handled
    • Animate this weekly committee with the Heads of the IT Divisions
  • Change Management:
    • Animate and organize IT change management during committees (CAB, e-CAB).
  • Management and Reporting:
    • Carry out and disseminate daily reports on previous and ongoing incidents
    • Create dashboards for the weekly activity
    • Contribute to monthly dashboards



  • With a Bac+2/3 degree in computer science, you have at least 2 years’ successful experience in a similar position
  • Have a cross-functional vision to detect problems and consider preventive or corrective actions
  • ITIL 4 certification highly appreciated
  • Good analytical and synthesis skills; Critical Thinking and Objectivity
  • Sense of customer service, sense of contact, sense of teamwork (good interpersonal skills), punctuality, versatility, discretion
  • Respect of commitments, management of priorities, organization, autonomy, rigor, ability to listen and communicate


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