{"id":2007999,"url":"https://alion.io/job/visian-incident-manager","title":"incident manager","company":{"id":3908419,"name":"Visian","domain":"visian.tech","url":"https://alion.io/company/visian","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Welcome to the Jungle","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-11-05T05:54:30Z"}},"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":["France"],"countries":["FR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":26000,"max_usd":49000,"period":"year","method":"role_country_seniority_unknown","sample_n":141},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Power BI","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-09-28T22:45:53Z","employer_posted_date":null,"last_verified_at":"2026-09-28T22:45:53Z","board_verified":false,"closed_at":null,"days_open":37,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":37},"description":"Missions principales\n1. Suivi du service, des indicateurs et des volumes de production\n• Définition et garantie de la conformité aux accords de niveau de service (SLA).\n• Établissement des KPI pour la mesure de la performance du service.\n• Suivi des performances via des tableaux de bord et mise en œuvre d'actions correctives si nécessaire.\n• Production de reportings réguliers et fiables.\n• Analyse des volumes et des écarts par rapport aux indicateurs définis. Anticipation des pics d'incidents/requêtes et des risques associés.\n• Apport de support à la TW Control Tower dans la gestion des changements, incidents, problèmes, demandes et communication, afin de garantir la continuité des opérations et des projets.\n\n2. Incident & Problem Management\n• Coordination de la gestion des incidents majeurs et animation des cellules de crise.\n• Communication interne et externe (clients, end-users, équipes ITG, sécurité, management).\n• Production des Post Incident Reports et respect des processus Groupe pour la gestion des problèmes (qualification → résolution).\n• Organisation et pilotage des Problem Steerings et des comités au sein de la TW Operational Control Tower.\n• Participation active aux comités Major Incident Review Board, Major Problem Review Board (revue, information, communication, réponses aux questions).\n• Garantie du respect des processus Groupe pour la gestion des problèmes et incidents – Périmètre : P1 – P5.\n\n3. Gestion et qualité des données\n• Garantie de la qualité, de l'accessibilité et de la fiabilité des données dans le périmètre de l'Operation Control Tower et pour la Group Control Tower au sein de la production ITG.\n• Exploitation des données pour l'investigation et l'opérationnel, en respectant le principe « need to know ».\n\n4. Suivi des incidents escaladés au Niveau 2 de support global\n• Suivi des services fournis par le L2 global et respect des SLA.\n• Identification et surveillance des seuils d'alerte des flux L1 → L2, mesure de l'impact sur le backlog et la qualité des bases de connaissance.\n• Contribution à l'élaboration de plans d'action pour l'amélioration de la qualité des escalades L1 et des outils de monitoring.\n• Interaction avec les niveaux L3 et les Product Owners pour la résolution des anomalies impactant les processus incidents/demandes.\n\n5. Relation avec les Métiers\n• Organisation et animation de réunions régulières avec les métiers, parties prenantes et prestataires internationaux.\n• Synthèse des points clés et obtention de résultats concrets.\n• Fourniture de support et de mentorat aux services tiers, promotion d'une culture d'excellence.\n• Suivi des escalades et proposition d'améliorations pour éviter leur récurrence.\n• Préparation et diffusion des comptes rendus des réunions.\n• Gestion du SharePoint et des autres outils de stockage des documents de l'Operation Center.\n• Gestion des communications (emails, Teams, canaux dédiés) pour la priorisation des demandes, la communication des problèmes/incidents/changes et la réponse aux remontées métiers.\nProfil recherché\nExpérience confirmée en gestion de services IT et coordination d'incidents majeurs/problèmes.\nSolide compréhension du cadre ITIL.\nExcellentes compétences en communication et en relations interpersonnelles.\nEsprit analytique, maîtrise de Service Now, de l'analyse de données et connaissance de Power BI (souhaitée).\nCompétences en création de tableaux de bord et reporting Service Now.\nMaîtrise des outils O365.\nBilingue français/anglais courant.","description_format":"text","description_chars":3487,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-07T12:33:56Z"}],"visa":[],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":0.6,"p_active":0.711,"p_room":0.75,"age_days":37,"expected_fill_days":43,"reasons":["seen:37","velocity","win:late","comp:brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/visian-incident-manager","json_url":"https://alion.io/job/visian-incident-manager.json","meta":{"generated_at":"2026-11-05T09:50:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12514,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3908419},"rest":"https://alion.io/mcp/rest/get_company?id=3908419"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvisian-incident-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvisian-incident-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvisian-incident-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/visian-incident-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvisian-incident-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2007999}},{"tool":"search_jobs","arguments":{"company":"visian.tech","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2007999},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}