Problem Manager (H/F)

Cheops Technology – Company Overview

Cheops Technology is a leader in cloud computing and IT infrastructure in France, employing around 750 professionals across 12 offices.

Role Summary

Under the responsibility of the Pilotage Manager, the Problem Manager will oversee production indicators, analyze incident tickets, and recommend corrective actions to improve service quality. The role includes managing action plans from major incidents, leading problem process activities, and contributing to continuous improvement.

Responsibilities

• L'identification et Enregistrement
  • Receive, record, and document incidents and problems reported by solving groups and major incidents.
  • Classify problems according to impact and priority.
• L'analyse et Diagnostique
  • Conduct thorough analysis to understand the nature of reported problems.
  • Collaborate with technical teams to diagnose and resolve issues quickly and effectively.
• La gestion de la Résolution
  • Track and drive improvement action plans from major incident reports.
  • Coordinate necessary actions to resolve problems, ensuring SLA compliance.
  • Use KPI indicators to assess resolution effectiveness and impact on customer satisfaction.
• La prévention des Incidents
  • Analyze trends to identify underlying causes of recurring problems.
  • Propose solutions and improvements to prevent recurrence and measure ROI of actions.
• La documentation et Rapports
  • Maintain accurate and comprehensive documentation of handled problems and implemented solutions.
  • Produce periodic reports on incident trends, service performance, and KPI results.
• La collaboration avec les Équipes Techniques
  • Work closely with technical teams to ensure rapid and effective problem resolution.
  • Participate in follow‑up and resolution meetings.
  • Contribute to improving the methods and resources used by operations teams.

Qualifications

• At least 5 years of experience in a similar role.
• Strong analytical skills and ability to synthesize information.
• Knowledge of ISO 20000, ISO 27001, HDS, and ITIL standards.
• Cross‑functional competence in IT infrastructures (Windows, Linux, VMware, databases, etc.).

Benefits

• Two days of remote work per week.
• Access to a collaborative pause area.
• Restaurant card with daily value of €9, 55% funded.
• Unlimited coffee stations with free coffee, fruit baskets, and fresh juices.
• Annual three‑day Kick‑Off event.

Cheops Technology promotes diversity and supports people in situations of disability (#Handiaccueillante). All hiring processes are based on fairness, objectivity, and respect for equality of opportunity regardless of origin, gender, age, or disability status.