Incident Management Expert

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HCLTech is a global tech company with 224,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon and Toulouse.

We are seeking an experienced Incident Management Expert to join our team at a prestigious client site in the banking sector, based in the Paris Region.

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

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.

Ready for a new challenge? Join a friendly, multinational company offering endless opportunities in a dynamic, multicultural environment.

Apply now and submit your CV in English!

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