Incident Manager

仕事内容

Description:

The Incident Manager Senior plays a key role in the stability of the services Mutual IT supports for its client health insurance funds and their members.

Primary Tasks and responsibilities

- Analyse open incidents structurally (ticket system) in all support lines based on existing dashboards and reports

- Suggest structural improvements to Service Desk staff (1st support line) to achieve the highest standards of service quality delivered to our customers

- Suggest day-to-day improvements to the Service Desk (1st support line) for better management of incoming incidents

- Present, at regular intervals, existing process incident management dashboards/reportings to the organisation’s management or stakeholders

- Suggest structural improvements to IT management in terms of governance and process incident management, and any improvements to avoid or reduce the number of production incidents

- Ensure follow-up of the oldest open production incidents (follow up with the relevant support team, organise meetings with the requesting customer, etc.)

- Act as the escalation point for any open incident/service request or customer complaint, and follow it up until resolution

- Organise exceptional campaigns to clean up open incidents with support teams, with a mandate from his/her management

- Help design new Process Incident Management reports to better understand the reality of the field

- Act as a back-up during the absence of the Major Incident Manager, coordinating production incidents (from P1 to P2) until their resolution, in compliance with the major incident process and our support SLAs

- Work closely with the Major Incident Manager on major and non-major production incidents

- Work closely with the Problem Manager (who belongs to the same team) to ensure that adjacent problems are followed up and structurally resolved; the aim being to avoid any recurrence of a production incident (major or non-major)

- Participate in the evaluation of the effectiveness of our support processes and models as part of the SIP (Service Improvement Plan)

- Answer questions from the Tribe Manager or a member of IT management with a brief explanation of a major production incident in progress

Secondary Tasks and responsibilities

- Stakeholder management

- Reporting & Administration

- Planning and Program management

Technical profile requirements

- min 5yrs experience in a similar position

- High-level technical knowledge of IT (Windows, Linux, network, etc.)

- Very good knowledge of MS Office tools

Non-Technical profile requirements

- Good oral communication and writing skills

- Be customer and solution oriented

- Ability to synthesise information and excellent analytical skills

- Good organisational and administrative skills

- Ability to take the lead in a crisis meeting (conductor)

- Resistant to stress and able to control emotions

- Assertive when necessary

Methodology/Certification requirements

- a bachelor’s degree or equivalent experience (minimum 3 years as an Incident Manager or Major Incident Manager in an IT company or service in an ITIL environment)

- at least ITIL V3 or V4 Foundation certification

Language proficiencies

- Language skills: FR/NL and a good level of English (especially written)