Major Incident Manager (French speaker)

At Evolve today we offer complex Human Resources services, from business consulting to headhunting and recruitment. We have extensive experience in finding talented professionals, for a variety of industries, especially in the IT sector.
We started with a dream: to create a Human Resources company with a strong, unique profile on the market, deeply shaped by our core values: commitment to performance, professionalism, a balanced approach and deep satisfaction for our clients.
From that moment, we nurtured special relationships and we continuously evolved, being flexible, but staying true to our values. We aim higher and higher and we invite you to EVOLVE with us!

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.

Requirements:

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)

Responsibilities:

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