Incident Manager, 5+ years experience

General

We are looking for Incident Managers who will join our client’s IT Production department responsible for managing the proper functioning of IT production for the insurance businesses.

 

Responsibilities/Activities

• Carry out all types of activities to guarantee continuity of service
• Record, analyze, and assess the impact of incidents by gathering necessary data, setting priorities accordingly
• Maintain clear communication with relevant teams at each stage of the incident process
• Organize and lead coordination meetings with stakeholders to ensure efficient incident resolution
• Validate and verify all incident-related data, including root causes and confirmed impacts
• Monitor and follow through on incident action plans, including recovery efforts
• Perform queries, when applicable, to gather information or output metrics
• Conduct application controls as required
• Manage the back-office tasks within the scope of applications or business areas, including stock analysis and monitoring (e.g., follow-ups)
• Lead operational incident committees
• Assist in the analysis and generation of incident-related performance indicators
• Participate in project presentations that affect the application scope
• Coordinate the daily status of the system and manage version updates
• Handle alerts from monitoring systems
• Write postmortem reports for incidents
• Provide support and guidance to new employees
• Eventually, ensure availability for on-call duty during nights, weekends and public holidays

Requirements

Technical

• At least 5 years of professional experience in incident management with good knowledge of information systems or its equivalent in professional experience
• Strong technical expertise (systems and network) and management of missions and technical projects
• Good knowledge of Windows workstation, Microsoft software
• Knowledge in the field of insurance (claims, foresight, damage, etc.)
• Ability to lead a multi-departmental meeting
• Have a clear understanding of the roles, responsibilities, and functions of your team and main departments

Education

• University degree in Computer Science or other related fields preferred
• ITIL 4 Foundation certification required

Others

• Very good level in English and French (oral fluency required)
• Customer orientation and sense of service, cooperation, and team spirit
• Spirit of synthesis and analysis
• Rigor, Versatility, Sense of service and responsibility
• Ability to manage difficult situations, unforeseen events and emergencies
• Carry out your activity independently