Incident Et Problem Manager
2 semanas atrás
En bref
PO NT28055
Portugal — Porto
**CDI**
Consort Portugal
Publié il y a 3 minutes
Mission
Au sein de la Direction des Systèmes d’information, vous intégrez la Direction des Opérations Informatiques (Support, Production, Architecture, Infrastructures, Poste de Travail, Réseaux) du Groupe Sodiaal (9 100 Salariés, 120 Sites, 5,1Md CA) pour définir, implémenter et piloter les process ITIL et assurer leur efficacité.
Dans un contexte SAP avec + de 600 serveurs répartis majoritairement dans des datacenters et sites industriels et + de 6 000 postes de travail dispersés sur + de 100 sites:
Vous êtes en charge de la mise sous contrôle, et amélioration continue des processus ITIL transversaux
(Incidents, demande, Problèmes et base de connaissance) afin qu’ils soient exécutés d’une manière efficace, efficiente, cohérente et adaptée aux besoins au sein de la DSI
Vous serez responsable de:
- Interagir avec les clients, les managers et les équipes opérationnelles afin de coordonner la résolution des incidents, demandes et problème.
- Prendre en charge la communication à tous niveaux, escalader les incidents majeurs et faits marquants,
- Animer les comités de gestion des incidents et problèmes en mobilisant rapidement les interlocuteurs nécessaires,
- Participer à la gestion des incidents critiques, gérer la cellule de crise et coordonner les actions de résolution en impliquant les experts et managers IT,
- Suivre la mise en œuvre des plans d’actions,
- Conduire les root cause analysis avec les équipes techniques,
- Réaliser, analyser et partager les rapports d’incidentologie,
- Contribuer au Shift to the left en alimentant la base de connaissance
- Proposer les actions d’amélioration nécessaires à la performance des processus incidents, demandes et problème
- Anticiper la récurrence d’un incident majeur en proposant l’ouverture d’un problème pour le traiter en profondeur et le suivre jusqu’à sa complète résolution.
- Définir et piloter les KPIs liés au processus de gestion des incidents et des demandes,
- Animer et/ou participer aux différentes instances de pilotage,
- Mettre à jour les processus incidents et demande en intégrant les nouveaux use cases et workflow associés
- Supporter les équipes dans l’utilisation de l’outil ITSM
Profil
**Compétences techniques**:
- Excellente maîtrise la méthodologie ITIL (Idéalement certifié)
- Excellente maîtrise de la gestion relationnelle et contractuelle avec des partenaires externes de support
- Bonne connaissance des systèmes d’exploitation Windows et de la suite Office 365 (Idéalement Teams)
- Bonne connaissance outils de ServiceDesk (Easyvista). Les notions de CMDB ou gestion de bases de connaissances ne vous sont pas inconnues.
- Bonne connaissance des offres matérielles et logicielles du marché (liées au poste de travail)
Présentation de Consort NT
**Ici, on innove,**
**Ici, vous êtes « précieux »,**
**Ici, vous allez grandir et nous aussi.**
Consort NT, présent en France, Belgique, Luxembourg, Allemagne, Canada et Maroc, compte près de 2 000 collaborateurs et 140 M€ dédiés au marché de l’intégration et l’infogérance de systèmes et d’infrastructures informatiques.
L’innovation technologique et opérationnelle est au cœur de nos offres et de nos projets, s’appuyant sur l’agilité et l’expertise de nos équipes.
La qualité de nos prestations, nos certifications ISO 9001, ISO 14001, ISO 20000-1 et ISO 27001, ainsi que la proximité développée avec nos clients nous valent une place privilégiée au sein des directions de systèmes d’information de grands comptes aussi bien dans l’industrie et le service, la santé que dans la banque et l’assurance.
Dans un monde où la qualité du service rendu est clé, les hommes et les femmes de Consort NT sont notre plus grande richesse.
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