Problem and Incident Manager

Problem and Incident Manager - IT Infrastructure Maintenance NTT DATA – a part of NTT Group – is a Top 10 global IT services provider, headquartered in Tokyo, with over 150,000 employees. We deliver consulting solutions by 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. At NTT DATA everything we do is guided by our core values: respect every voice, think bold, deliver the outcome, and win together. Our leadership approach enables our people to feel inspired, empowered to take initiative, and genuinely cared for in their growth and wellbeing. We are looking for a Problem and Incident Manager to work for the European Public Agency in Strasbourg, 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. Key responsibilities Lead the response and resolution of critical infrastructure incidents (e.g., server outages, network failures, storage disruptions) during normal business hours (possible extension 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. 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. 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 of our 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. Health & well-being. Focus on mental health with access to a platform with certified psychologists and 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) Company phone Meal vouchers Internet allowance 25 days paid annual leave + RTT days #J-18808-Ljbffr