ResponsibilitiesSupervise 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.SkillsTechnical SkillsStrong 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:ServiceNowJira Service Management4meGood understanding of:CMDBObservability concepts (logs, metrics, traces)ITSM reporting and KPI managementWorkflow automation and process optimizationExperience facilitating CAB/eCAB meetings and coordinating cross-functional operational activities.CertificationsITIL4 Foundation Certification (mandatory)ITIL Managing Professional Certification (preferred)Soft SkillsStrong 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 SkillsFrench – C2 LevelEnglish – B2 Level