Job Description

Roles & Responsibilities

Profile

Incident management:

· Handle major incidents (critical and non-critical) transmitted by the CDS supervision

· Coordinate local Inetum (CDS France) and client-side technical teams for resolution

· Ensure regular communication during major incidents to customer users

· Respect the SLAs defined in the customer contract

· Prepare and lead the weekly incident committee

· Organize and conduct the daily morning briefing

· Respect the procedures defined by the client

· Update ITSM documentation and tools

Problem Management:

· Identify root causes of recurring incidents and coordinate RCA analyses

· Implement corrective and preventive action plans in consultation with the client's operational teams

· Proactive creation of problem tickets to eradicate recurring incidents

· Prepare and lead the weekly Problems Committee

· Update ITSM documentation and tools

Change management:

· Record and qualify change requests from the client

· Assess changes that present a risk of collision

· List and share weekend operations

· Share the change report with the client

· Coordinate the implementation of validated changes with technical teams

· Perform post-deployment verification and share feedback with the customer

· Update ITSM documentation and tools

· Prepare and lead the CAB

Transverse:

· Development of new procedures

· Update existing procedures according to changing needs

· Report any alerts or risks identified to the Service Delivery Manager

· Produce ServiceNow reports for better process management

Knowledge

· Mastery of ITIL v4 processes: Incident, Problem, Change Management

· Knowledge of the ITSM tool used by the client: ServiceNow

Know-how

· Multi-team coordination in a remote environment

· Conducting meetings and facilitating committees remotely

· Clear and structured writing of reports and minutes

· Root cause analysis and formalization of action plans

Soft skills

· Very good communication in written and oral French (professional level)

· Customer relationship management skills

· Rigor, organization and sense of customer service

· Ability to work in an intercultural environment

PROCESS MANAGER Inetum Offshore Maroc