Incident Management Specialist

HCLTech; Paris; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

HCLTech is seeking an Incident Management Specialist to join our client’s site in Paris. The role requires 8+ years of experience and hands-on oversight of major production incidents with ITIL process adherence.

You’ll enhance reporting with Power BI, drive problem management, and coordinate across IT and business stakeholders. You will contribute to incident management during infrastructure events, automate daily tasks using Python, and support continuous service improvements at a global tech

Qualifications

• ITIL & Process Governance applied to change requests, approvals and compliance.
• Power BI proficiency for reporting and dashboards.
• Clear communication translating technical impacts for IT and business.
• Understanding systems architecture, dependencies, and risk in change planning.
• Coordination with incident/problem management to ensure smooth transitions.

Responsabilités

• Manage major production incidents until resolution.
• Conduct problem management and post‑mortem analyses.
• Weekly reporting on production incident tracking.
• Ensure ITIL processes are followed during incident handling.
• Maintain incident records with actions and decisions.

Connaissances

ITIL & Process Governance

Microsoft Power BI

Technical Communication

Infrastructure Awareness

Incident & Problem Integration

Description du poste

HCLTech is a global tech company with 225,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac.

We are seeking for an Incident Management Specialist to fill the position to join our team at a client’s facility in Paris.

• 4 days Work from office (Client Location)
• Years of experience: 8+years

Responsibilities

• Management of major production incidents until resolution
• Problem management and post-mortem analysis
• Weekly reporting on production incident tracking
• Compliance with ITIL processes for actions defined during meetings
• Accuracy of incident reports (including all actions and decisions taken with agreement from contributing and impacted entities)
• Tracking and managing all incidents within a single central repository
• Support for weekly incident reviews
• Ensuring service continuity
• Contribution to incident management during infrastructure events occurring on certain weekends
• Improvement of tools and automation of daily tasks through development and maintenance of tools primarily written in Python
• Enhancement of service quality
• Optimization of activities to reduce management costs
• Implementation of KPIs to provide reports on workload and service quality
• Project management related to incident activity or continuous improvement
• Change management

Mandatory skills

• ITIL & Process Governance – Applies ITIL frameworks to manage change requests, approvals, and compliance.
• Microsoft Power BI
• Technical Communication – Translates technical impacts of changes for both IT teams and business stakeholders.
• Infrastructure Awareness – Understands systems architecture, dependencies, and risk areas during change planning.
• Incident & Problem Integration – Coordinates with incident/problem management to ensure smooth transitions and minimal disruptions.

Ready for a new challenge? Join a friendly, multinational company offering endless opportunities in a dynamic, multicultural environment.

Why become an HCLTechie?

At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive.

We believe in doing things differently, offering hands-on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech:

• Global career opportunities and mobility.
• Flexible work environment supporting work-life balance.
• Exciting projects and upskilling opportunities to shape your role.
• Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like-minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.