Incident and Problem Manager (m / f)

ARHS Group Part of Accenture; Konz; Vor Ort; EUR 60.000 - 85.000; Vollzeit

Zusammenfassung

A leading company in the IT sector is seeking an Incident and Problem Manager to oversee the smooth operation of IT systems. The role involves managing incidents, analyzing service performance, and ensuring compliance with internal policies. Candidates should have a Master’s degree and extensive experience in the banking sector, along with fluency in French and English.

Qualifikationen

• At least 5 years of experience in the banking sector or a relevant position.
• Fluency in French and English.
• Strong knowledge of IT systems and processes.

Aufgaben

• Manage incidents and problems; support other related processes.
• Generate and analyze reports on IT service performance.
• Investigate and resolve complex incidents and problems.

Kenntnisse

IT systems knowledge

Business process improvement

Project management

Organizational facilitation

Effective communication

Ausbildung

Master’s degree in Information Technology, Computer Science, Business Administration

Tools

Omnitracker

ServiceNow

Jobbeschreibung

You want to combine passion and IT expertise?

You are talented, motivated, and ambitious? Then, we will be more than happy to meet you!

ARHS Group - Part of Accenture is looking for an Incident and Problem Manager (M/F) who will be responsible for the upkeep and smooth operation of IT systems, overseeing all aspects of the incident management process. He/She records all issues and helps to design ways to prevent similar problems in the future.

Your Main Responsibilities:

1. Manage incidents and problems; support other related processes
2. Generate and analyze reports on IT service performance, identifying trends and areas for improvement
3. Work closely with IT teams, stakeholders, and external partners to ensure seamless service delivery and process alignment
4. Ensure IT services comply with internal policies and external regulations; proactively propose improvements when necessary
5. Maintain accurate and up-to-date documentation of ITIL processes and procedures
6. Investigate and resolve complex incidents and problems; ensure proper documentation and contribute to root cause analysis, working autonomously; support team members in these processes
7. Create and maintain documentation related to ITIL processes, including process maps, procedures, work instructions, and SLAs
8. Liaise with internal and external stakeholders to resolve incidents and problems
9. Train and guide team members on various processes and projects
10. Enhance IT-related risk management through new cybersecurity measures, aligning with the first line of defense principles

Your Profile:

1. Master’s degree in Information Technology, Computer Science, Business Administration, or equivalent experience
2. At least 5 years of experience in the banking sector or a relevant position
3. Fluency in French and English
4. Strong knowledge of IT systems and processes, business process improvement, laws and regulations, project management, and organizational facilitation
5. Knowledge of Omnitracker and/or ServiceNow is an advantage
6. Excellent understanding of Service Level Management, Stakeholder Relationship Management, and Business Situation Analysis
7. A collaborative mindset capable of fostering team spirit
8. Effective and structured communication skills, both oral and written