Chef de projet Cloud - Incident Manager

Key Responsibilities

Globally, being in charge of the ITSM, your role is key in the compagny Product Delivery organization with a direct impact on Run, Change and Transformation activities, as well as on the customer satisfaction.

On top on the day to day, you are responsible of

• Defining ITIL/ITSM processes and tools for all Cloud teams,

• Creating and maintaining the ITSM roadmap

• Being innovative for the continuous improvement of your activity, for the better ITIL management

• Building appropriate KPIs either in ServiceNow and PowerBI (with the help of a PowerBI Developer) in the aim of

• Bringing to the Cloud team the data needed to manage activity and performance

• Reporting monthly to the compagny Executive Committee on the stability of platforms & Products

Incident Manager

• Overall responsible for incident management.

• Leads Major incident response (technical and business communication channels).

• Drives incident resolution (solution or workaround) rather than root cause analysis.

• Coordinates with Cloud Team managers for overall incident follow-up.

• Coordinates with Crisis Managers to trigger crisis situations.

• Drives the communication on Major incidents.

• Ensures incidents are well tracked in the system.

• Interacts with multiple teams and managers to identify the right resources.

• Leads daily incident reviews with Cloud Team managers.

• Ensures the Incident Management process is understood and followed by all parties.

• Reports to the process owner possible process improvements and contributes with managers for mature incident management.

• Triggers problem management with the aim of reducing incident and improving the service to customers.

• Identifies and reports risks related to the Cloud Teams.

Problem Manager

• Overall responsible for problem management.

• Ensures problems are initiated.

• Performs a follow-up all along the lifecycle of a problem (root cause analysis, correction action plans).

• Leads the weekly problem review.

• Reports to the process owner possible process improvements and contributes with managers for mature problem management.

• Identifies and reports risks related to the Cloud Operations.

Change Manager

• Overall responsible for change management.

• Ensures that changes are following the change management process.

• Chairs the weekly CAB meeting.

• Reports to the process owner possible process improvements and contributes with managers for mature change management.

• Triggers problem management with the aim of improving change management and reducing issues.

• Identifies and reports risks related to the Cloud Teams.

Background & skills

Experience

• Minimum 5 years of experience in service/incident management with ITIL

• Proven experience in crisis management

Education

• Bac+5. Diplôme en informatique, ingénierie ou domaine équivalent.

• ITIL foundation

Required Skills

• Techniques :

o Good understanding of cloud technologies, SaaS architectures, and IT infrastructures

o Good knowledge of ServiceNow

o Proven experience in solving complex issues and ability to work under pressure

• Communication :

o Strong interpersonal and communication skills either oral and written.

o Ability to interact with internal clients at different hierarchical levels.

o Customer focus mindset.

o Able to share knowledges around service maturity and ITIL best practices

• Organisation :

o Ability to adjust priorities

o Ability to organize oneself independently in a rapidly changing environment

• Team spirit : Ability to work collaboratively with different internal teams, fostering a positive and productive work environment.

• Fluent English mandatory, Spanish/Portugese are plus

• Softskills : Rigorous and forward-thinking, decisive and strong leadership skills, organizational skills, ability to prioritize, pragmatic, proactive