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Ref: J5267

Incident Manager

Term: Contract
Salary: Negotiable


Ref. 41015-82
Starting date : ASAP
Duration : CDI
Languages: French and English
DEADLINE FOR THE REPLY : October 23rd at noon
We are looking for an ITIL Incident Manager/Owner
Your role
As an ITIL Incident manager/owner you will:
 Execute the daily activities of an Incident manager : Drive Major incident resolution, communicate
on incident resolution progress, escalate critical incident within the bank and toward third party
provider, coordinate with the various Bank’s stakeholders.
 manage and improve the processes and tool, including monitoring process performance via agreed
key performance indicators (KPI) and report on a regular basis to stakeholders;
 closely interact with the internal/external IT service providers to secure service delivery in line with
the agreed targets, to ensure interfaces are working smoothly and to collect and assess their
requirements in relation to processes and service management tools;
 provide advice and training to the relevant stakeholders responsible for projects, programs,
infrastructure and application portfolios on how to meet the requirements set out from a process
 represent your process(es) in internal and external meetings;
 closely collaborate with other process managers to ensure smooth process interfaces and
consistency across different processes;
 present the results of your work and matters within your area of responsibility and discuss them
with your peers, at various management levels within the IT department and with external IT
service providers;
 Ensure coordination and communication with Clients IT teams.
The position offers you excellent opportunities to contribute to the delivery of stable IT services in a
process-oriented environment and to interact with a broad range of IT colleagues from various areas.
Qualifications, experience and skills
 a bachelor’s degree (or post-secondary vocational education plus four years of relevant experience,
or eight years of relevant experience) in computer science, information systems administration or
another relevant field;
 In addition, a minimum of three and ideally five or more years’ experience in the field of IT process
management and/or IT service management. Including a concrete experience in the execution of
Release management; Release Management tool (XL Release).
 a solid general understanding of IT (e.g. infrastructure components and business applications) and
experience with the support and operation or engineering of IT services;
 communication Skills in French and English (Verbal, Written, Interpersonal, Proactive listening)
 “ITIL Foundation” certification. (Other certifications like “lifecycle” or “Capability” are welcome)
 positive attitude and customer focus as well as stress resistant
 team player with strong interpersonal skills
 innovative thinking and problem solving
 willingness to ensure on duty activities when required
 willingness to contribute and support a Knowledge sharing culture
 practical experience with Service Management tools or with data analytics tools;
 experience in incident management
 Advanced experience in Microsoft Office (Excel/PowerPoint).
 practical experience in developing and maintaining reports in Business Objects
 knowledge in banking industry activities
 experience in positions requiring managing people activities
You engage collaboratively with others. You pursue team goals and learn willingly from other people’s diverse perspectives. You signal any need for change by explaining it and proposing alternative solutions. You analyse complex information effectively and can evaluate different views to arrive at solutions. You know and anticipate stakeholder needs. You have a natural leadership approach.

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