Lead Incident Manager ( H/F)

LENA IT, L’ESN inclusive et solidaire recherche pour l’un de ses clients acteurs majeurs dans le monde de la finance le profil suivant un(e) Lead Incident Manager en mission de longue durée.

Vos missions sont :

End to end responsibility for the management of the incident management team, plotting communication, escalation, investigation, and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
Ensure that all modes of communication are effectively used throughout the incident life cycle.
Acting as Incident escalation focal point, identifying, and resolving conflict and bottlenecks.
Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan.
Document post incident recovery steps to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
Contribute to Driving, developing, and managing the major incident process and associated procedures / systems.
Contribute to providing consolidated production incident KPIs.
Be an Evangelist for the Incident Management Process.
Be the Owner of the Governance Supplier Procurement process
Work together with the Change Manager to be aware of Changes, and their possible impacts
Coordinate with the Change Manager in case of Emergency Changes required to solve a Major Incident

Experience / Skills

Recent experience as an Incident Manager within an Enterprise scale environment demonstrating strong analytical fault finding, diagnostics and troubleshooting skills.
Experience with aggressive SLAs (uptime > 99,9%).
Excellent communication skills, written and verbal.
Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support Incident / Problem management process activities.
Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
A self-starter with an organized and methodical approach to problem solving through attention to detail and a proven ability to build relationships with internal and external, technical and non-technical stakeholders.
A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms.
A Basic Capacity to manage simple Procurement tasks and supplier Management
A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards.
Strong service attitude: the ability to develop and build lasting customer relationships.
Effective time management skills: with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures.

Technical skills:

Master of Technology or equivalent
At least 5 years of experience in IT industry, including 4 with SaaS delivery model, in production for external customers and on the cloud.

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