Incident Manager

Working in the area of information technology, an Incident Manager is essentially responsible for the upkeep and smooth operations of IT systems overseeing all aspects of the incident management process, from evaluation to resolution.

Incident Manager records all issues and helps to design ways to prevent similar problems in the future. He or she will manage technical support teams, create procedures to deal with problems and develop solutions.

**Responsibilities**
- Design, deploy, continuously improve using best practices Incident management processes according to ITIL.
- Report KPI and analysis to senior management on key inputs linked to Incidents content and trends.
- Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity
- Track and communicate status of process improvement projects to management/stakeholders.
- Coordinate with stakeholders to develop process requirements as needed.
- Assure that all defined incidents/problems and identified changes are properly recorded.
- Activate and manage the Incident WAR Room according to the IM process definitions.
- Organize internal and external audits, assessments for incident process effectiveness improvements and coordinate implementation of any recommendations-findings.
- Manage incidents by taking the necessary initiatives to lead resolution across teams/assets, within the defined SLAs, following Incident Lifecycle through IM process.
- Escalate risks and issues to management/executives - stakeholders.
- Coordinate incident root cause analysis.
- Participate and contribute to Change Advisory Board (CAB)
- Ensure information related to changes for incident resolution are communicated to the management and internal teams.
- Issue Service Advisory notifications to the stakeholders on downtime triggered by a change.
- Ensure the proper information flow between support teams and management

**Qualifications / Skills**
- Strong ability to communicate and present findings to both technical and non-technical audiences.
- ITIL certification & deep understanding of service management.
- Incident Manager Experience with efficient multitasking ability.
- Crisis Management experience
- 7+ years of IT experience in technical operational/support role(s) (e.g. information systems operations, systems analysis, development), with at least 5 year actively involved in Service Management and/or Process Management.
- Demonstrated ability to coordinate cross-functional work teams toward task completion
- Verbal and writing Communication skills at multiple levels (English mandatory/ French appreciated) and be able to follow organization process
- Good level of exposure/understanding of Business Continuity Management processes and best practices.
- Good understanding of IT technologies (i.e. SAN, Unix-Linux, Windows, Network, Databases, Storage, Backup, queueing, scheduling tools, Application Servers, Cloud)

**About Getronics**:
Getronics is a global ICT integrator with a long history that extends over 135 years. With about 4,000 colleagues across Europe, Asia Pacific, and Latin America, Getronics’ vision is to reimagine the digital future, one customer at a time.

We do this by leveraging an integrated and secure-by-design portfolio around Digital Workplace, Business Applications, Smart Spaces, Multi-Cloud, Field & Onsite Support, Service Desk, Network Infrastructure, and Security & Compliance to serve our more than 1,400 customers in both public and private sector.

Getronics is the founder and leading member of the Global Workspace Alliance. This unique model provides customers with consistent IT services across 185 countries, with one single point of contact, contract, and billing entity yet maintaining the local touch with flexibility and cultural fit of a local partner.