Gestionnaire d’incidents et de problèmes
Core
Manage major, critical, and recurring IT incidents and problems for retail store contacts, coordinating crisis cells and communication across directions.
Role type
Senior IT Incident and Problem Manager
Builds
IT support services and incident resolution processes for retail store operations
Domain
Retail IT / Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL processes (incidents, problems, changes), MS Office 365, Power BI, Agile methodologies, crisis coordination, stakeholder communication, root cause analysis, reporting and statistics
Preferred skills
Customer relationship domain interest, technical/organizational improvement proposals, team training expertise
Technologies
MS Office 365, Power BI
Responsibilities
Identify and resolve major/critical/recurring incidents at Level 2; assign and coordinate actions for incident resolution; coordinate crisis cells for major incidents; centralize incident communication; write and validate incident lessons learned (REX); prioritize and track actions in dedicated applications; report dashboards and statistics to management; contribute to continuous process improvement; participate in and lead committees within scope
Seniority
Senior, hands-on IC
