Incident Management Expert

Incident Management Expert

Based in the Paris Region. This permanent, hybrid position requires working on-site three days per week.

Tasks and Responsibilities

• Management of major production incidents until resolution
• Problem management and post-mortem analysis
• Weekly reporting on production incident tracking
• Compliance with ITIL processes for actions defined during meetings
• Accuracy of incident reports (including all actions and decisions taken with agreement from contributing and impacted entities)
• Tracking and managing all incidents within a single central repository
• Support for weekly incident reviews
• Ensuring service continuity
• Contribution to incident management during infrastructure events occurring on certain weekends
• Improvement of tools and automation of daily tasks through development and maintenance of tools primarily written in Python
• Enhancement of service quality
• Optimization of activities to reduce management costs
• Implementation of KPIs to provide reports on workload and service quality
• Project management related to incident activity or continuous improvement
• Change management

Job Requirements

Experience

8+ years of experience in a similar IT/ITIL environment.

Mandatory Skills

• ITIL & Process Governance – Applies ITIL frameworks to manage change requests, approvals, and compliance.
• Microsoft Power BI
• Technical Communication – Translates technical impacts of changes for both IT teams and business stakeholders.
• Infrastructure Awareness – Understands systems architecture, dependencies, and risk areas during change planning.
• Incident & Problem Integration – Coordinates with incident/problem management to ensure smooth transitions and minimal disruptions.
• Experience with ITSM / Incident Management Tools
• Database & Reporting Skills
• Networking & Infrastructure Knowledge
• Fluency in both French and English is mandatory to communicate effectively with colleagues and partners, both verbally and in writing.