For one of our clients we are looking for an Incident Manager.

Context
The Incident Management ensures the correct handling of incidents impacting the quality of service delivered, from their creation until their resolution. As part of a team of 3, the incident manager ensures that incidents are handled according to their priority level and in line with the defined processes. The role includes communication to business lines and management on the progress of service restoration. In case of a major incident, the role involves organizing and coordinating crisis units. Furthermore, the role requires reporting recurring incidents as problem candidates and ensuring proper resolution.

Main activities
Ensuring incident management:

• Managing incidents throughout their life cycle
• Initiating incident resolution in order to comply with SLAs/OLAs
• Contributing to maintain and update the incident knowledge base
• Ensuring correct handling according to priority level
• Keeping all stakeholders regularly informed of the progress

Organizing and leading crisis cells in case of major incidents:

• Acting as IMOD (Incident Manager on Duty) on-call one week per month (24/7) for critical applications
• Organizing and leading crisis management units
• Communicating with top management during critical incident resolution
• Keeping all stakeholders regularly informed of the progress

Ensuring compliance with incident & problem management processes:

• Following the incident management process from creation to resolution
• Proactively contributing to the continuous improvement of the process
• For recurring incidents, creating and following up the associated problem
• Ensuring proper follow-up of problem management process from creation to resolution
• Preparing and leading incident review meetings

Practical details

• Start date: 01/11/2025
• Duration: 260 days contract
• Languages: French & English