19 de Maio de 2024

Incident Manager French (m/f)

Devoteam

Company Description


At Devoteam, we believe in technology with strong human values that can actively drive change for the better. Discover how Tech for People is leading the way in the future, creating a positive impact on people and the world around us. With a turnover of €1 billion, we are a leading global player in digital transformation for large companies in the EMEA region. We believe in transforming technology to create value for our customers, partners and employees in a world where technology is developed for people. We are proud of the culture we have built together. We are proud of our people in the service of technology. We are proud of our diverse environment. Because we are #TechforPeople. Join our multi-disciplinary team of cloud experts, designers, business consultants, security experts, engineers, developers, and other extraordinary talents, spread across more than 20 EMEA countries. Become one of our 10,000 technology and business leaders in cloud, data, and cybersecurity. Let’s unite creativity and technology and create innovative solutions that actively improve things.

About the job

"Tech for people unlocks the Future" Can you imagine working with over 1100 employees in Portugal, with 8000 employees worldwide, and keeping up with the technological transformation on a daily basis?! We are looking for an Incident Manager.

 

Job Description


Full monitoring of incidents:
• Take ownership of incidents and lead them end-to-end with the partners needed to minimize impacts and meet customer commitments
• Create and track tickets to maintain a schedule and ensure full incident analysis;
• Organize and facilitate situation points with business, technical, and supplier stakeholders;
• Write progress reports
• Escalate incidents to the Service Delivery Lead for transition to the Crisis Unit.
• Conduct and write daily weather reports;
2. Continuous Improvement Services:
• Create recurring incidents
• Build a knowledge base to anticipate or control incidents
• Maintain a low inventory every day
• Organize weekly incident reviews: share non-production and service improvement action plans with service delivery leads, businesses, and CA-GIP;
3. Quality of customer relationship and customer satisfaction:
• Ensure client commitments are met through metrics
• Ensure quality of ticket entry and customer response
• Ensure quality incident communications to our customers
• Develop self-service for customers

Qualifications


More than three years as an Incident Manager;
Strong communication and interpersonal skills;
High level of autonomy and proactivity;
Proven banking experience would be ideal;
Experience working in an environment where delivery times and quality are under significant pressure;
understanding of information systems and production computers;
Knowledge of ITIL and ServiceNow;
Knowledge of Agile methods including Scrum;
Proficiency in French (required)

Additional information


Does that sound like you?

Come build with us, innovative solutions that actively change things for the better.

Apply today at <endereço ocultado> !

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