Offre d'emploi n° 6520823

Description du poste

Incident Manager
Introduction
We are looking for an Incident Manager to join the Shared Center Connected Living.
The department Vehicles from Shared Center Connected Living provides systems that collect the data from trucks and car provided with our embedded software IoT systems. We are delivering highly effective IoT based solutions for several big operators that are involved in several countries (Switzerland, Germany, Denmark, France…). We have a broad experience with corporate IoT projects, managing the development and the infrastructure from embedded software until the customer portal. Our solutions help a company to optimize the movements of their vehicles and improving the logistics chain and by optimizing the fleet management.
Your mission
As Incident Manager you are accountable to support and actively participate in the delivery of end-to-end services in line with customers and internal SLAs/KPIs.
 Working within the Incident Management process, your role includes:
- Being in charge of Incident resolution within complex environments with complete confidence, engaging internal and external support teams globally
- Demonstrate the ability to lead the virtual team of technical resources from all technical areas, driving troubleshooting and recovery with confidence and authority reducing time to repair on major and crisis outages
- Ensure engagement and focus of relevant resolvers for impact and decision making purposes
- Responsible for verifying the severity of all levels of incidents in order to execute the correct level Incident Management process
- Accountable as single source delivering clear and accurate communication during all incident across the business and technology including senior and exec management levels
- Produce comprehensive incident reports to a variety of audiences including senior and exec management level
- Participate and lead Incident reviews for managed incidents
- Run daily Health-check calls and make informed decisions regarding escalation of potential issues
- Ability to adjust in a fast pace every changing environment Leading technical and management conference bridges in a business professional manner
- Participating in other ITIL processes interfacing with incident management in order to ensure overall process delivery
- Actively participating in Continual Service Improvement (CSI) activities for Incident Management process
Job Requirements
Mandatory 
- English Speaking
- ITIL Operational experience in the Incident Management process. Non-Operational knowledge of other ITIL processes interfacing with Incident Management. 
- Bachelors degree in Computer Science, IT or Telecommunication or equivalent in working experience (is a plus – not mandatory)
- Out-of-the-box thinking, strong analytical skills, ability to propose innovative solutions to complex issues.
- Ability to work independently and take decisions where necessary
- Having a strong character, high level of assertiveness, can do attitude and possess a quality driven and customer focused mindset
- Successful delivery against commitments and deadlines
- Ability to work in tight deadlines and the ability to maintain focus whilst under pressure
- Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time 
 Additional
- Truly interested in process management and passionate in continual improvement
- Motivated self-starter, with a keen interest in developing and implementing the best practice, creative solutions to the services and the business
- Cross process knowledge and willingness to expand ITIL expertise by conducting transitions, participating in CSI projects, acting as SPOC for customers and going beyond standard Incident Management process

Merci de vous référer au descriptif de poste qui apparait dans la partie "Mission".