Incident Manager

ALTEN

Job description

In this role, your main missions will be the following:

Manage the BtoC customer incident backlog received from level 2.5 or other level 3, prioritizing according to the degree of urgency, from reception to resolution. (analysis, testing, monitoring and capitalization)

Manage escalations, contact technical teams, inform business contacts about the progress of the resolution.

Create the problem ticket if root cause unknown or recurrence in order to prevent incidents and reduce the number of incidents.

Prevent and implement appropriate corrective processes

Investigate incidents in depth

Write documentation for the processing of internal team tickets

Support the operator team

Contribute to the quality meeting

Contribute to the autonomy of escalation chain levels 1 and 2 closer to customers

Qualifications

Diploma: Baccalaureate 5 in Computer Science

Experience: 1 to 7 years

Skills:

Methodologies: standards and standards: ITIL V3, ISO 20000,

Service Now, Confluence.

Good communication in French (written spoken)

Good English (written and spoken)

Good analytical skills

Solution-oriented

Rigour