Problem and Incident Manager - IT Infrastructure Maintenance

Applicable Limited; Strasbourg; Sur place; EUR 45 000 - 75 000; Plein temps

Résumé du poste

A leading global IT services provider is seeking a Problem and Incident Manager to enhance the stability and performance of their infrastructure systems in Strasbourg. The ideal candidate will manage critical incidents, perform root cause analyses, and work closely with technical and non-technical teams to ensure effective resolution and continuous improvement in service delivery.

Prestations

Monthly transportation reimbursement

Medical & life insurance

Relocation allowance

Teleworking equipment & allowance

Meal vouchers

Internet allowance

25 days paid annual leave + RTT days

Qualifications

• More than 2 years in incident/problem management or IT operations.
• Technical understanding of infrastructure domains.
• Fluent in English and eligible for EU Security Clearance.

Responsabilités

• Oversee end-to-end management of infrastructure incidents.
• Conduct root cause analysis for recurring failures.
• Ensure adherence to ITIL best practices.

Connaissances

Incident Management

Problem Management

Communication

Coordination

Formation

ITIL v3/v4 Foundation certification

Outils

ServiceNow

BMC Remedy

Description du poste

About us

NTT DATA – a part of NTT Group - is a Top 10 global IT services provider, headquartered in Tokyo, with over 150,000 employees.

We deliverconsulting solutionsby combining specialized sectorial knowledge, our transformation management skills, and our large technology expertise (data, RPA, AI, low code, cloud, IoT, virtual reality), to keep our clients, as well as society, a step ahead in this digitally dynamic world.

Everything we do is underpinned by ourcore valuesof 'Teamwork', 'Foresight' and 'Clients First'. Our sharedleadership principlesof Collaboration, Engagement and Curiosity help us build a community where our people are equipped with the best resources to face new challenges.

We are looking for aProblem and Incident Managerto work for a European Public Agency inStrasbourg, France.

Your role:

The Problem and Incident Manager – IT Infrastructure Maintenance is responsible for overseeing the end-to-end management of infrastructure-related incidents and problems. The role ensures the stability, performance, and resilience of core IT infrastructure systems, including servers, networks, storage, and data center operations.

Some of the main responsibilities include:

As an Incident Manager:

• Lead the response and resolution of critical infrastructure incidents (e.g., server outages, network failures, storage disruptions) during the normal business hours ( possibility to extend this activity to out of hours)
• Coordinate response efforts across infrastructure, networking, security, and vendor support teams.
• Monitor incident queues and ensure adherence to SLA response/resolution times.
• Communicate effectively with stakeholders during infrastructure outages, providing regular updates and estimated time to resolution (ETR).
• Perform and document root cause analyses following high-impact incidents.

As a Problem Manager (infrastructure focused):

• Identify recurring infrastructure failures, performance bottlenecks, or chronic outages.
• Conduct detailed root cause analysis using structured methods (5 Whys, Fishbone Diagram, Fault Tree Analysis).
• Collaborate with infrastructure engineers and architects to implement permanent corrective actions.
• Develop and maintain the Known Error Database (KEDB) for infrastructure-related issues.

Operations and continuous improvement:

• Analyze incident and problem data to identify trends and drive service improvements.
• Work closely with Change Management to ensure preventive actions are implemented without introducing new risks.
• Contribute to infrastructure reliability initiatives such as monitoring improvements, failover testing, and capacity planning.
• Ensure all processes align with ITIL best practices and are continuously improved.

Why NTT DATA?

We value a collaborative and supportive environment, celebrating curiosity and engagement

We are committed to supporting the physical, financial and emotional well-being our of employees

Career development. Training path and access to learning opportunities, yearly performance reviews and a mentorship program

We believe in work-life balance and flexibility. Wear casual clothing, decide your working hours and enjoy our hybrid working model

Talent Friends. Refer a friend and receive a bonus when they join

We care about you

Health & well-being. Focus on your mental health with access to a platform with certified psychologists & mental health workshops. Take a break with one of our online fitness and well-being sessions

Diversity & inclusion. We are committed to equal employment opportunities regardless of gender, gender expression and identity, sexual orientation, religion, culture, origin, disability, age, or other personal and social characteristics. #WeAreAllUnique #YouMakeUsUnique

Please let us know if you require us to accommodate any accessibility needs during the recruitment process.

Benefits at NTT DATA France

Monthly reimbursement of transportation costs

Sustainable mobility allowance

Medical & life insurance partially covered

Relocation allowance (if applicable)

Teleworking equipment & allowance

Company phone

Meal vouchers

Internet allowance

25 days paid annual leave + RTT days

Your profile:

• You have more than 2 years of experience in a combined incident/problem management or IT operations role with a focus on infrastructure.
• You have technical understanding of infrastructure domains including:
  • Windows/Linux servers.
  • Networking (LAN/WAN, firewalls, routers, switches).
  • Virtualization (VMware, Hyper-V).
  • Storage and backup systems.
  • Data center operations.
• Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy).
• ITIL v3/v4 Foundation certification is highly valuable.
• You have strong communication skills and the ability to coordinate across technical and non-technical teams.
• You are fluent in English.
• You must be eligible for EU Security Clearance (at least 5 years of EU nationality is required).

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