Incident Manager

**Sopra Steria Group**, a major player in consulting, technology services and software publishing in Europe, assists its clients in the successful transformation of their business and information systems. By combining value and innovation in the solutions proposed, and delivering utmost quality and performance in the services provided, Sopra Steria Group positioned itself as a preferred partner for major companies and organizations; especially those looking for the best use of digital technology for their development and competitiveness.

**Your Mission**:

- ** **Deliver an effective Service Desk in line with ITIL standards, providing advice and guidance, ensuring resolution within agreed timescales and that the customers are informed of progress
- Maintain up-to-date knowledge of ITIL including awareness of new or revised ITIL processes
- Contribute to management meetings as required
- Reporting service incidents to the Customer and Management (identifying the cause and initiating the management process)
- Provide KPI’s related to tickets (Incident, Problem)
- Maintaining close collaboration with the technical teams (Windows, Storage, Network, Management etc.) involved to the incident resolution, to identify the causes of the incidents and ensure that the objectives for the restoration of the service and service availability are respected
- Develop, maintain, and implement documentation (policies, standards, baselines, guidelines, and procedures) for the Service Desk to ensure that each member has the tools to perform their job effectively
- Documenting and creating Post-Incident Reports
- Establish and maintain customer service standards for the Service Desk team and monitor performance to ensure that these standards are met
- Supervise the quality of logged incidents (including actions or communications to improve)
- Work closely with Problem Management to identify Root Cause and Defect Prevention Process investigations

**Your Profile**:

- ** **Strong ITSM Process depth and breadth for Incident management functions
- An ITIL certification or excellent knowledge of the ITIL practices
- Proven experience on a position of Incident Manager, Service Delivery Manager, Service Desk Manager or similar
- Experience with incident/problem management tool set
- Manage Incidents 24X7 and ensure mínimal disruption to the service
- On any emergency event the Incident Manager is responsible to ensure that any required support staff & necessary resources (facilities, equipment, systems) are available, involved and focused in restoral of the system
- On any emergency event, the Incident Manager is responsible for execution of the Escalation Decision Point discussion and decision
- Ensure that the recovery is proceeding in a timely and efficient manner
- Ensure that the proper Local Support staff is participating in the Event
- Determine if the Event is properly classified as an Emergency and takes appropriate actions
- Incident Management (Investigation, Diagnosis, Resolution & Recovery)
- Knowledge in the following areas would be considered as an asset:

- ITSM Tools
- Operating systems (Linux, Windows)
- Network understanding (VLAN, DNS,)
- Data Centre activities (VMWare, Storage, etc )
- French, and English knowledge are mandatory (speaking & writing)

**We Offer**:
Do you want to be part of a Great Place To Work certified company?

We offer the opportunity to work in a fast growing and dynamic team on challenging national and international projects in different industries. We also offer the opportunity to continuously deepen your knowledge and to further develop your personal competencies.

If you want to boost your career and join a growing European leading IT services company, do not hesitate to check this opportunity and send us your resume.