Major Incident Manager (French speaker)

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Employer: Evolve today
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 22.12.2018
    Short company description

    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

    Other info

    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