{"id":3620009,"url":"https://alion.io/job/cty-incident-manager-fh","title":"Incident Manager F/H","company":{"id":3909511,"name":"CTY","domain":"closetoyou.fr","url":"https://alion.io/company/cty-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["France"],"countries":["FR"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":40000,"max":55000,"currency":"EUR","period":"year","gross":null,"usd_annual":61607},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false},{"name":"ServiceNow","optional":false},{"name":"Shift-Left Security","optional":false}],"status":"live","first_seen_at":"2026-11-02T14:57:44Z","employer_posted_date":null,"last_verified_at":"2026-11-02T14:57:44Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"En collaboration avec les équipes support, ainsi que les équipes métier, vous pilotez les actions visant à réduire durablement les incidents récurrents et à optimiser la qualité de service au sein d'un environnement bancaire ou assurantiel.\nVos principales missions\n\nAnalyser les flux d'incidents afin d'identifier les incidents récurrents et ceux à fort impact.\n\nRéaliser les analyses de causes racines (RCA) et identifier les axes d'amélioration.\n\nPiloter les plans d'action auprès des équipes techniques concernées et assurer leur suivi jusqu'à leur clôture.\n\nÉlaborer les reportings et tableaux de bord de suivi des incidents.\n\nExploiter les indicateurs de performance (KPI) afin d'améliorer la qualité et l'efficacité du support.\n\nContribuer à l'amélioration continue des processus Incident Management, Problem Management et Knowledge Management.\n\nDévelopper et maintenir la base de connaissances à destination des équipes N1 et N2, dans une logique de Shift Left.\n\nIdentifier les besoins documentaires à partir des incidents rencontrés.\n\nCoordonner les actions avec le centre de services afin de limiter les escalades vers les niveaux supérieurs.\n\nPréparer les instances de pilotage en consolidant les données et en proposant des plans d'amélioration.\n\nParticiper à la communication lors d'incidents majeurs et assurer le suivi auprès des différentes parties prenantes.\n\nEnvironnement techniqueWindows 11, environnement Microsoft et poste de travail, périphériques, ServiceNow, Microsoft Excel, Power BI, ITIL (Incident Management, Problem Management, Knowledge Management).\n\nProfil recherché\nIssu(e) d'une formation supérieure en informatique, vous justifiez d'au moins 3 ans d'expérience en Incident Management, idéalement acquise au sein d'un environnement bancaire ou assurantiel.\nCompétences attenduesTrès bonne connaissance de ServiceNow, notamment dans la création de rapports et de tableaux de bord.\n\nBonne connaissance des processus et bonnes pratiques ITIL.\n\nExpérience confirmée en gestion d'incidents, analyse de causes racines (RCA) et pilotage de plans d'action.\n\nCapacité à produire et analyser des indicateurs de performance et à assurer un reporting régulier.\n\nAnglais courant, à l'écrit comme à 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