Incident Manager

Il y a 5 mois


Luxembourg HIKMA-SOLUTIONS Temps plein

Hikma-Solutions recherche pour l'un de ses clients : "Incident manager (H/F)" en CDI.

**Votre mission**:

- Vous êtes en charge du pilotage des incidents majeurs et crises 24/7 ;
- Vous assurez la qualité du service et la communication permettant aux différents acteurs de l'entreprise d'avoir une plus grande réactivité ;
- Vous identifiez les écarts et pilotez les plans d'actions ;
- Vous centraliser les informations pour les transmettre aux personnes impactées ;
- Vous participez aux différents workshop avec le client ;
- Vous êtes en charge de l'assignations des tickets aux différents agents et veillez à leur bonne rédaction ;
- Vous créez et assurer la mise à jour des procédures : adapter les processus selon les exigences des clients et situations ;
- Vous coachez et former les nouveaux membres de l'équipe.

**Votre profil**:

- Vous avez une **première expérience** en tant qu'incident manager, idéalement dans un environnement ITIL ;
- Vous avez une bonne maitrise de Microsoft Office (Outlook, Word, Excel) ;
- Vous connaissez les standards et méthodologies IT,
- Vous disposez d'un esprit d'analyse développé et dune aptitude à résoudre des problèmes complexes ;
- Client Oriented, vous avez de bonnes capacités de communication ;
- Vous appréciez le travail d'équipe et êtes capable de faire preuve d'autonomie et de rigueur ;
- Vous parlez couramment le **Français **et avez de solides connaissances en **Anglais**.


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