Cloud Incident Manager
ALTEN
Employer Active
Posted 3 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Within this role, your main responsibilities will be as follows:
- Manage the backlog of B2C customer incidents received from level 2.5 or other level 3 support, prioritizing them according to their urgency, from receipt to resolution. (analysis, testing, follow-up, and knowledge sharing)
- Manage escalations, contact technical teams, inform business stakeholders about the progress of the solution.
- Create the problem ticket if root cause unknown or recurring in order to prevent incidents and reduce their number.
- To come and implement the appropriate corrective processes
- Investigate the incidents thoroughly
- Write the documentation for the internal ticket processing team
- to be in support of the operator team
- Contributing to the quality meeting
- Contribute to the autonomy of levels 1 and 2 of the escalation chain, which are closer to the customers.
Desired Candidate Profile
Profile: Master's degree (or equivalent)
Experience: 1-3 years
Required skills:
- Methodological: references and standards: ITIL V3, ISO 20000,
- Service Now, Confluence.
- Good communication in French (written and spoken)
- Good English (written and spoken)
- Good analytical skills
- Orient solution
- Rigor
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- Cloud Incident Manager
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