Banking Sector.
Description and Location
(English Required)
Location: Saint-Quentin-en-Yvelines
Main Mission:
Responsible for the management, coordination, and communication of incidents to restore IT services as quickly as possible and minimize the impact on the business.
Main Responsibilities:
Critical Incident Management (P1/P2):
o Lead the management of major incidents (P1 and P2).
o Initiate and coordinate the crisis/incident bridge team.
o Quickly mobilize the relevant technical teams.
o Ensure compliance with SLAs and resolution deadlines.
o Monitor actions until service restoration.
Incident Supervision and Monitoring (P3/P4):
o Ensure overall monitoring of P3 and P4 incidents.
o Escalate incidents when necessary.
o Identify recurring incidents that may require problem management analysis.
Team Coordination:
o Coordinate the support teams.
o Ensure that each action has an identified owner and clear tracking.
Communication:
• Ensure communication with stakeholders.
• Publish incident updates via communication tools (ServiceNow, Iceboard, emails, SMS, etc.).
• Provide clear, structured, and regular communications during incidents.
Incident Monitoring and Closure:
• Validate service restoration before closure.
• Ensure complete incident documentation.
• Ensure corrective or workaround actions are properly recorded.
Continuous Improvement:
• Participate in Post Incident Reviews (PM) and Root Cause Analyses (RCA).
• Identify areas for improvement to reduce incident recurrence.
• Contribute to improving incident management processes.
On-Call Duty:
• Participate in an on-call system for incident management (P1/P2) during off-peak hours.
Required Skills:
Technical:
o Knowledge of IT environments (Storage, Systems, Databases, Backup, OpenStack, etc.).
o Strong understanding of ITIL Incident Management processes.
o Experience using ITSM tools (ServiceNow).
Soft Skills:
o Ability to manage stress and critical situations.
o Leadership and cross-functional coordination.
o Excellent communication skills.
o Analytical and problem-solving skills.
Role Objectives:
o Reduce MTTR (Mean Time To Restore).
o Minimize the impact of incidents on the business.
o Ensure clear and effective communication.
o Improve the overall quality of incident management.
