Incident Manager Cloud

ALTEN

Job description

In this role, your main tasks will be as follows:

Manage the effectiveness and performance of Incident Management and ensure compliance with the process.

Verify that all documentation required for incident management is complete, accessible and disseminated to stakeholders.

Ensure that incidents are resolved by the different levels (L1, N2 and L3) within the given deadlines.

Ensure compliance with incident SLAs.

Gather, analyze and consolidate all information concerning incident management in order to carry out weekly and monthly reporting.

Propose action plans to improve the quality and availability of the service.

Ensure escalation and communication with all levels of management concerned during major incidents or crises.

Decide on the potential outbreak of a crisis following a major incident.

Organize, direct, document and monitor the crisis unit.

Qualifications

Diploma: Baccalaureate 5 in computer science

Experience: from 3 to 5 years

Skills:

Methodologies: standards and standards: ITIL V3, ISO 20000, post-mortem analysis, crisis management, risk management methods

Technical: ITSM (ServiceNow) tools, mastery of the Office Pack: Word, PowerPoint, Excel

Cloud: AZURE (GCP if possible)