Incident Manager

3 weeks ago


Washington, United States Trusted Advisors Full time
Job DescriptionJob Description

Nous recherchons pour le compte d'une filiale d'une banque, un Incident Manager avec mimimum 5 ans dans un service de production informatique.

Principales Missions & Responsabilités:

La gestion des incidents informatiques 

  • Suivre les tickets avec un impact client fort (Incidents majeurs ou modérés)
  • Réaliser les relances et escalades en fonction des procédures internes
  • Participer aux différents comités internes (changement, problèmes, etc.)
  • Piloter les cellules de crises
  • Suivre et lancer les opérations de rétablissement des incidents informatique
  • Réaliser une traçabilité des actions réalisées
  • Analyser à froid les incidents majeurs et modérés
  • Réaliser les rapports post-incidents avec l'étude des impacts clients
  • Maintenir à jour le processus ITIL Incident
  • Animation du processus de gestion des incidents
  • Animer le comité hebdomadaire "Incidents"

Le suivi de la production informatique

  • Le suivi des productions du périmètre Marchés Emergents et Europe Méditerranée
  • Sécuriser les mises en production et les changements majeurs
  • Proposer des actions d’amélioration de la production informatique 

La communication

  • Assurer une communication transversale à la fois vers les groupes de supports informatique, les fournisseurs externes, les correspondants pays (clients) et le management interne.
  • La réalisation du reporting (journalier, hebdomadaire et mensuel) : Établir, suivre et diffuser les rapports informatiques de son patrimoine d’activité 

Apports de la mission:

  • Renforcement de la maîtrise des processus ITIL.
  • Participation à des projets structurants pour l’entreprise.
  • Travail collaboratif aussi bien en interne ITO qu’avec les autres domaines SI et fournisseurs externes.

Profil Recherché :

  • De formation Bac+ 4 en informatique, 
  • Maîtrise de la langue anglaise ;
  • Maîtrise des systèmes d'exploitation Windows ainsi qu'un deuxième (Unix, Linux, ...).
  • Maîtrise de l'outil ITSM (gestion des tickets) et Lotus Notes.
  • Bonne connaissance des outils de supervision.
  • Être certifié ITIL.
  • Avoir des notions d’ordonnancement. 
  • Parler couramment l'Anglais

Début de la mission: ASAP

Durée de la mission: 3 mois renouvelable (Projet sur 1année minimum)

Lieu de la mission: Casablanca


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