Incident Resolution Specialist
Há 1 mês
At Devoteam, we are committed to delivering exceptional IT services that drive business value. As an Incident Manager, you will play a vital role in ensuring the smooth operation of our clients' IT systems. Your primary responsibility will be to monitor and manage incidents, working closely with partners and stakeholders to minimize impacts and meet customer commitments.
Full Monitoring and Resolution:
- Take ownership of incidents, leading them end-to-end to minimize impacts and meet customer commitments.
- Create and track tickets to maintain a schedule and ensure full incident analysis.
- Organize and facilitate situation points with business, technical, and supplier stakeholders.
- Write progress reports to keep all stakeholders informed.
- Escalate incidents to the Service Delivery Lead for transition to the Crisis Unit.
Continuous Improvement Services:
- Create recurring incidents to identify and address potential problems.
- Build a knowledge base to anticipate or control incidents and maintain a low inventory every day.
- Organize weekly incident reviews to share non-production and service improvement action plans with service delivery leads, businesses, and CA-GIP.
Quality of Customer Relationship and Customer Satisfaction:
- Ensure client commitments are met through metrics and quality of ticket entry and customer response.
- Ensure quality incident communications to our customers and develop self-service for customers.
Requirements:
- More than three years as an Incident Manager.
- Strong communication and interpersonal skills.
- High level of autonomy and proactivity.
- Proven banking experience would be ideal.
- Experience working in an environment where delivery times and quality are under significant pressure.
- Understanding of information systems and production computers.
- Knowledge of ITIL and ServiceNow.
- Knowledge of Agile methods including Scrum.
- Proficiency in French (required).
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