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
Profile
- 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
