Incident manager et knowledge manager H/F
Core
Central role in analyzing operational data, producing knowledge, and implementing continuous improvement actions to reduce incidents and optimize user experience within an IT control tower.
Role type
Senior Incident & Knowledge Manager
Builds
Improved IT service stability and enriched knowledge bases for a major asset management and financial services client
Domain
IT Service Management (ITSM) / Financial Services
Required skills
Incident Management, Problem Management, Knowledge Management, ITIL processes, data analysis, trend analysis, performance indicator management, Confluence administration, ITSM environments
Preferred skills
Nexthink tools experience, shift-left support practices
Responsibilities
Analyze recurring incidents and identify root causes; Detect bottlenecks in the support chain; Identify incidents requiring Problem Management; Produce trend and recurrence analyses; Exploit monitoring data and operational indicators; Define and pilot action plans; Identify knowledge gaps within teams; Pilot the knowledge management process; Enrich and maintain knowledge bases; Write and update procedures and operational modes; Administer the Confluence documentation repository; Chair Incident Management and Knowledge Management committees; Produce reports and associated indicators.
Seniority
Senior, hands-on IC