{"id":3537090,"url":"https://alion.io/job/deodis-incident-manager","title":"Incident manager","company":{"id":3908398,"name":"Deodis","domain":"deodis.com","url":"https://alion.io/company/deodis","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"freelance","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toulouse, 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interventions transmis aux mainteneurs\n- Prendre en charge les réclamations et escalades des établissements dont vous aurez la charge, afin de faciliter le traitement des tickets d’incidents en souffrance.\n- Identifier en pro-activité les situations récurrentes et améliorables dans le traitement des incidents.\n- Assurer le lien avec le centre de service, pour le suivi de certains incidents, et travailler avec les personnes en charge de la base de connaissance incidents à l’évolution et l’amélioration des fiches solution.\n- Accompagner les équipes internes des établissements dans l'utilisation des outils de déclaration d'incidents (ServiceNow).\n- Participer aux différents comités de restitution et d’échanges avec les établissements.\n- Animer et piloter des analyses faisant intervenir des interlocuteurs techniques de différents horizons pour résoudre des situations complexes.\n\nProfil recherché\nLes compétences requises pour assumer pleinement ce rôle sont :\n- Des connaissances du monde bancaire et plus particulièrement de la production\n- Une connaissance des systèmes d'exploitation, des standards Windows et de l’environnement Poste de Travail dans un contexte grande entreprise\n- Une expérience significative en Support technique ou en tant qu’Incident Manager\n- Une très forte capacité d'analyse, de synthèse, de coordination, d’animation et de pilotage\n- Une très bonne maîtrise de la communication orale et écrite\n- Le sens du service, du résultat et de la satisfaction utilisateur\n- L’esprit d’équipe\n- La réactivité indispensable liée à la production\n- Un bon relationnel et une capacité d’adaptation qui permettent de travailler au quotidien avec des interlocuteurs multiples\n- Une forte capacité à proposer des 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