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Consort NT - Incident Manager

Mission context

 

Member of the IT transversal Incident Mgmt Team, in charge of managing IT infrastructure related incidents.

 

 

Function description

  • An Incident Manager has the following objectives:
    • Monitor the resolution of open incidents and take the necessary actions in order to achieve SLOs / SLAs.
    • Monitor resolution LifeCycle
    • Ensure incidents are handled according to process policies, guidelines and procedures.
    • Verify that necessary resources are available and working on the resolution,
    • Facilitate communications between process stakeholders and keep them informed (Incident Initiator...),
    • Evaluate whether an escalation is necessary and in this case, initiate it.
    • When the monitored incident is perceived simultaneously by multiple users, create a ticket in the Service Management Tool and collect necessary information.
    • Promote transfer of knowledge towards support lines.
    • Address recurrent incidents to the problem management.
    • Provide feedback to the Process Owner to improve the Incident Process quality.
  • Coordinate escalation actions:
    • Check content of the incident record that has been proposed for escalation.
    • Confirm escalation and communicate escalation level.
    • Manage escalation according to defined procedure

 

 Technical Skills

  • ITIL
  • Basic general Knowledge of network
  • Basic general Knowledge in infra 

 

Soft skills

  • Team player
  • Quick self-starter
  • Pro-active attitude
  • Good analytical and synthesis skills
  • Good oral and written communicator
  • Ability to work in a dynamic and multi-cultural environment
  • Flexible, accurate & control minded.
  • Quality & Service driven
  • Prepared to be on-call on a regular bases

Company description

Consort NT is an integrator and Operator of both infrastructures and solutions. Structurally Agile, adaptable and innovative, we harvests the value of human capital and collective Business Intelligence.

Our vision, our strategy and our expertise are organized under four divisions :

1. End-User IT: Promoting the availability and use of all desktop tools, facilitating mobility
2. IT Capacities: Ensuring continuous power and data storage, in line with the business needs.
3. Collective Intelligence: Enhancing data, Empowering the value of Data Sharing
4. Solutions: Developing and Enhancing the use and sharing of information within companies

These 4 divisions have a common goal: Supporting our customers in their digital transformation, empowering users and IT processes and facilitating automation through adapted tools.

- 25 years of existence
- Over 2000 employees
- 140 M€ turnover
- 43% as Projects & Out-sourcing / 57% as Technical Assistance & Expertise
- 39% as Application Solutions / 61% as Infrastructures Services
- 8 services centers 24/24, 7/7 base (ISO 270001, 9001, 14001, 20000-1)
- Sales offices in France, Belgium, Luxembourg, Germany, Canada & Morocco

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