Global Major Incident Manager

The role leads end-to-end management of critical and major production incidents across a global technology environment. The consultant coordinates crisis calls, technical teams, suppliers, operational leaders, and business stakeholders through service restoration and closure. The assignment also includes service-level tracking, weekly incident governance, production expertise, operational analytics, monitoring, dashboard automation, and continuous improvement using Python, cloud, Linux, and Windows Server technologies.

Responsibilities

• Own critical and major production incidents from detection through service restoration, closure, and follow-up actions.
• Lead crisis bridges, coordinate technical and supplier teams, prioritize remediation actions, and elevate high-impact situations promptly.
• Maintain accurate incident records in the central service-management repository and support weekly incident-review governance.
• Provide regular executive, operational, and business communications covering impact, progress, service commitments, risks, and resolution status.
• Automate operational data collection and analysis, supervise reliable indicators, create dynamic dashboards, and drive continuous improvement.

Mandatory skills

• 8+ years of relevant experience in major incident management, production operations, service management, or business IT administration.
• Expert knowledge of IT service-management practices, including major incident, problem, escalation, change, and service-level management.
• Proven experience leading global crisis calls and coordinating infrastructure, application, security, cloud, supplier, and business teams.
• Hands‑on Python development experience for automation, data extraction, transformation, analysis, reporting, and dashboard enablement.
• Strong operational knowledge of Amazon Web Services environments and cloud-based production services.
• Hands‑on experience with Zabbix monitoring, alerting, event analysis, availability reporting, and operational dashboards.
• Solid Linux and Windows Server troubleshooting and production-support experience.
• Excellent French and English communication skills, including concise management updates during high-pressure incidents.

Specific requirements

• Provide end-to-end ownership of critical and high-impact production incidents until resolution.
• Manage crisis cells and rapidly escalate situations requiring management or supplier intervention.
• Track investigations, remediation actions, priorities, service commitments, and execution progress throughout each incident.
• Produce weekly incident reporting and contribute actively to formal incident-review meetings.
• Identify relevant performance indicators, define calculation methods, automate data collection, and improve information quality.
• Participate in planned weekend infrastructure events when operational support is required.
• Work in Île-de-France with 80% on-site presence and 20% remote execution; no business travel is planned.
• No personal-data processing is delegated to the service provider, and subcontracting is not permitted.

Appreciated skills

• ITIL 4 Managing Professional, ITIL 4 Foundation, or equivalent service-management certification.
• Experience with ServiceNow, Jira Service Management, or another enterprise incident and problem-management platform.
• Knowledge of Power BI, Grafana, or similar operational analytics and dashboard tools.
• Experience with post-incident reviews, root-cause analysis, observability, automation, and service-reliability improvement.
• Experience managing incidents in financial services or another highly regulated, globally distributed environment.

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