Major Incident Manager (French speaker)
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We are a complex company that offers consulting and recruitment services in the Human Resources area..
Evolution in performance, professionalism, balance and satisfaction.
We are your trustworthy partner that understands the markets continuous dynamic change and difficulties but also from our constant direct engagement with the companies we work with, and their employees.
We speak the languages of those that have ambitions, motivation for success and are able to adapt, innovate, and evolve.
As your devoted partner we identify the requirements and the necessities of your company and as well for your employees.
As Major Incident Manager you will be part of our partner Operations department. You will work shifts in 24/7 Operation Center, working with Team Managers, Suppliers, Contractors, 3rd parties, Service Managers, etc.
This is your chance to be a part of the Improving team! Come work with a company that believes that teamwork is the greatest competitive advantage and holds respect for people, providing a great place to work, and delivering quality results as core values.
This position’s day to day responsibilities will challenge you to be both independent and highly collaborative. It will require a problem solver with a positive attitude who loves to learn new things.
Bachelor’s Degree in Computer Science or related degree would be a plus;
Minimum 1 year of experience in similar role;
Excellent English and French and communication skills (written and oral) to facilitate efficient and effective interaction with peers and customers;
Experience with ticketing applications(Servicenow) is a plus
Microsoft Office knowledge
Successful delivery against commitments and deadlines;
A proven ability to operate with virtual teams;
Nice to have:
Working knowledge of ITIL incident, problem, and change management components
Good Spanish communication skills (written and oral)
Responsible for the complete process adherence and handling of incidents according to SLAs;
Responsible to act as an escalation point to expedite incident resolution;
Responsible to handle P1 incidents and escalate to Major Incident Manager when it becomes a Major Incident;
Liaison with team managers of all Technical Experts (or delivery teams) to ensure swift resolution of incidents within SLA targets;
You will be able to diagnose and prioritize incidents, investigating their causes and finding resolutions together with engineers, working also closely with Problem Management;
Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfilment;
Analysis and trending of incidents, root cause to allow improvement initiatives to be incepted and delivered in conjunction with Service Managers, where required;
Ensure that Incident Management KPIs are reported and their targets met;
Grow technical, business, leadership, and interpersonal skills year over year, including increased certifications around ITIL and other internal and industry-recognized Service Management disciplines
Opportunity to exert tremendous direct influence over Service Quality & Availability
Compensation & Benefits:
Office Location: near Unirii – central location
Modern office environment with all the work and play amenities
Working in a friendly environment
Working with new technologies on interesting enterprise level projects