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Problem Manager IT
Il y a 2 mois
Vous intégrerez une équipe Inetum de 90 personnes évoluant sur l'ensemble des composants d'infrastructures (systèmes, virtualisation, stockage, sauvegarde, réseaux et sécurité notamment) dans un environnement innovant et s'appuyant sur les principes Agile et ITIL.
Responsabilités- Superviser le processus de gestion des incidents, participer à son amélioration continue;
- Assurer le suivi des incidents (suivi, priorisation, escalade);
- Assurer la coordination au niveau transnational des tickets, atypiques/majeurs/havant un impact national ou international, ou nécessitant l'intervention coordonnée de plusieurs acteurs, et être le point de contact unique pour le statut de ces tickets (suivi);
- Gérer le cycle de vie des incidents;
- Piloter les investigations sur la cause présumée d'un incident afin de permettre l'identification d'une solution définitive;
- Mettre en place et gérer des analyses post-mortem des incidents avec les équipes afin d'examiner les incidents plus en profondeur;
- Proposer des améliorations en termes de création/mise à jour de la documentation, de processus, d'outils, de formation...
- Mettre en place et gérer le reporting et les tableaux de bord de son activité;
- Assurer le reporting de son activité auprès du Directeur des Opérations.
- Maitrise des processus et bonnes pratiques ITIL;
- Connaissance des systèmes d'information d'entreprise, de l'architecture du poste de travail ainsi que des outils Hardware et Software bureautiques;
- Culture technique transverse des composants d'infrastructures;
- Maitrise des outils ITSM et CMDB;
- Anglais technique, lu, écrit et parlé.
Inetum est une ESN agile, un groupe international certifié Top Employer Europe 2023. Nous mettons tout en œuvre pour que chacun de nos 28 000 athlètes du digital puisse se renouveler perpétuellement, en vivant positivement son propre flow digital.
