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
