Responsibilities
* Supervise end-to-end Incident Management activities including identification, prioritization, escalation, coordination, and resolution tracking.
* Ensure incident tickets contain accurate CI information, impact assessment, root cause details, and workarounds while respecting SLAs and OLAs.
* Lead Major Incident Management activities including bridge coordination, stakeholder communication, escalation management, and service recovery follow-up.
* Conduct Post Incident Reviews (PIR) within defined timelines and maintain actionable remediation plans.
* Develop and mature the Problem Management practice by defining processes, governance, workflows, and escalation criteria.
* Implement and promote Root Cause Analysis (RCA) methodologies such as 5 Why, Ishikawa, A3, and Pareto analysis.
* Establish and maintain the Known Error Database (KEDB) and promote Knowledge-Centered Service (KCS) practices.
* Organize and facilitate Problem review meetings, backlog prioritization sessions, and continuous improvement workshops.
* Coordinate Standard, Normal, and Emergency Changes including risk assessment, dependency analysis, rollback planning, and CAB/eCAB facilitation.
* Monitor Change success rates and ensure completion of post-implementation reviews.
* Define, improve, and monitor ITSM KPIs, dashboards, operational reports, and governance metrics.
* Propose and implement automations within the ITSM ecosystem to improve operational efficiency and data quality.
* Participate in the Incident Management on-call rotation and coordinate critical incidents until service restoration.
* Collaborate with technical teams, suppliers, and stakeholders to ensure operational stability and service excellence.
Skills
Technical Skills
* Strong expertise in Incident Management, Major Incident Management, Problem Management, and Change Management.
* Proven experience in RCA/PIR facilitation and operational governance.
* Experience building and maturing Problem Management practices from low maturity environments.
* Strong knowledge of ITIL processes, SLAs, OLAs, Change risk management, and rollback strategies.
* Hands-on experience with ITSM tools such as:
* ServiceNow
* Jira Service Management
* 4me
* Good understanding of:
* CMDB
* Observability concepts (logs, metrics, traces)
* ITSM reporting and KPI management
* Workflow automation and process optimization
* Experience facilitating CAB/eCAB meetings and coordinating cross-functional operational activities.
Certifications
* ITIL4 Foundation Certification (mandatory)
* ITIL Managing Professional Certification (preferred)
Soft Skills
* Strong consulting mindset and influential leadership.
* Excellent communication and stakeholder management skills.
* Strong analytical and problem-solving capabilities.
* Ability to work effectively without hierarchical authority.
* High sense of urgency and operational ownership.
* Workshop facilitation and peer coaching capabilities.
* Strong collaboration and teamwork skills.
Language Skills
* French – C2 Level
* English – B2 Level