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Incident Manager

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You want to join a company that places people at the heart of its concerns? We are waiting for you at
Extia

Extia is an engineering consultancy which proposes since 2007 an unprecedented approach in its sector by combining well-being and performance at work. A successful model: more than 3000 Extians working in 22 agencies in France and abroad, 1st Great Place To Work in France, 160 millions of euros of turnover and plenty of energy

At Extia, it's "First who, then what" so, let's do it

First who

  • Excellent communication and interpersonal skills, with the ability to work effectively with technical and non-technical stakeholders.
  • Proven problem-solving skills and the ability to work under pressure.

Then what

**Context: **

The IT Incident Manager is responsible for managing the lifecycle of all incidents within the organization, ensuring that they are resolved in a timely manner and that service disruptions are minimized. This role involves coordinating with various IT teams, maintaining communication with stakeholders, and implementing best practices for incident management.

Key Responsibilities:

  • Oversee the incident management process, ensuring timely logging, prioritization, and resolution.
  • Serve as primary liaison for incident communications with stakeholders.
  • Collaborate with IT teams to diagnose issues, conduct root cause analysis, and implement corrective actions.
  • Monitor incident trends, prepare reports, and identify opportunities to improve response processes.
  • Maintain incident management documentation, policies, and knowledge base articles.
  • Conduct training on incident management best practices and tools.
  • Participate in post-incident reviews and manage escalations for high-impact incidents.
  • Ensure compliance with ITIL and relevant frameworks while fostering continuous improvement.

Qualifications:

  • Bachelor's degree in information technology, Computer Science, or a related field.
  • Experienced in Advanced Excel and PowerBI
  • Minimum of 5 years of experience in IT service management, with a focus on incident management.
  • Strong understanding of ITIL principles and practices.
  • Familiarity with incident management tools and software like ServiceNow.
  • ITIL certification is preferred.
  • Python or any coding experience