incident manager et knowledge manager H/F
Core
Cross-functional role managing IT incident governance, operational optimization, and knowledge base lifecycle for a public sector client.
Role type
Senior IT Service Management (ITSM) Manager
Builds
Optimized incident resolution processes and enriched collective knowledge repositories
Domain
Public sector IT services and IT Service Management (ITSM)
Deliverable
dashboards & analysis
Required skills
Incident management, Knowledge management, ITIL processes, ITSM tools, Reporting and metrics, Stakeholder coordination
Responsibilities
Coordinate with operational leads and support teams, Analyze and optimize incident processing flows, Pilot sensitive and critical incidents, Ensure application and improvement of operational processes, Guarantee knowledge base quality and lifecycle management, Formulate improvement recommendations based on incident reporting
Seniority
Senior, hands-on IC