Incident Manager

il y a 2 jours


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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