The Senior IT Incident Manager ensures the efficiency of IT operations by optimizing ITSM processes, managing IT assets through the CMDB, and monitoring performance indicators (KPIs), all while aligning with ITIL best practices.
Key responsibilities
Process Improvement: Analyze and improve existing IT processes, ensuring alignment with ITIL frameworks and optimizing workflows for greater efficiency
CMDB Management: Maintain and ensure the accuracy of the CMDB, integrating it with ITSM processes like Incident, Change, and Problem Management
KPI Monitoring: Define and track KPIs to assess IT process performance, create dashboards, and report findings with corrective actions
Compliance & Governance: Ensure adherence to ITIL standards, conduct audits, and provide documentation and training to IT teams
Stakeholder Collaboration: Work closely with Infrastructure, Support, Security, and Risk teams, supporting continuous improvement initiatives
Your profile
Experience: 5 to 10 years in IT process management, ITSM, or IT governance
Technical skills
Strong ITIL knowledge and experience optimizing ITSM processes
Familiar with ITSM tools and CMDB solutions
Proficient in reporting and KPI analysis
Behavioral skills
Strong analytical and communication skills
Collaborative and proactive in driving continuous improvement
Fluent in French