Incident and Problem Manager (m/f)

You want to combine passion and IT expertise?

You are talented, motivated and ambitious? Then, we will be more than happy to meet you!

ARHS Group - Part of Accenture is looking for an Incident and Problem Manager (M/F) who will be in charge of the upkeep and smooth operations of IT systems overseeing all aspects of the incident management process. He/She records all issues and helps to design ways to prevent similar problems in the future.

Your Main Responsibilities:

• Incident and problem management; being able to support other processes as well
• Generate and analyze reports on IT service performance, identifying trends and areas for improvement
• Work closely with IT teams, stakeholders, and external partners to ensure seamless service delivery and process alignment
• Ensure that IT services comply with internal policies and external regulations; proactively propose improvements when necessary
• Maintain accurate and up-to-date documentation of ITIL processes and procedures
• Investigate and resolve complex incidents and problems, ensuring they are documented properly, and contributing to root cause analysis efforts, in complete autonomy; be a source of support for team members on these processes
• Create and maintain documentation related to ITIL processes, including process maps, procedures, work instructions, and service level agreements
• Liaise with internal and external stakeholders to resolve incidents and problems
• Train and guide others on the various processes and projects within the team
• Enhance IT-related risk management through new cybersecurity measures, aligning with the first line of defense principles

Your Profile:

• Master’s degree in Information Technology, Computer Science, Business Administration, or an equivalent experience
• At least 5 years of experience in the banking sector, or in a relevant position
• Fluency in French and English
• Strong knowledge of IT Systems & Processes, Business Process Improvement, Laws & Regulations, Project Management & Organizational Facilitation
• Knowledge of Omnitracker and/or ServiceNow would be an advantage
• Excellent understanding of Service Level Management, Stakeholder Relationship Management, and Business Situation Analysis
• A collaborative mindset capable of fostering team spirit around them
• Effective and structured communication skills, both oral and written