General

We are looking for Incident Managers who will join our client’s IT Production department responsible for managing the proper functioning of IT production for the insurance businesses.

Responsibilities/Activities

• Carry out all types of activities to guarantee continuity of service
• Record, analyze, and assess the impact of incidents by gathering necessary data, setting priorities accordingly
• Maintain clear communication with relevant teams at each stage of the incident process
• Organize and lead coordination meetings with stakeholders to ensure efficient incident resolution
• Validate and verify all incident-related data, including root causes and confirmed impacts
• Monitor and follow through on incident action plans, including recovery efforts
• Perform queries, when applicable, to gather information or output metrics
• Conduct application controls as required
• Manage the back-office tasks within the scope of applications or business areas, including stock analysis and monitoring (e.g., follow-ups)
• Lead operational incident committees
• Assist in the analysis and generation of incident-related performance indicators
• Participate in project presentations that affect the application scope
• Coordinate the daily status of the system and manage version updates
• Handle alerts from monitoring systems
• Write postmortem reports for incidents
• Provide support and guidance to new employees
• Eventually, ensure availability for on-call duty during nights, weekends and public holidays

Requirements

Technical

• At least 5 years of professional experience in incident management with good knowledge of information systems or its equivalent in professional experience
• Strong technical expertise (systems and network) and management of missions and technical projects
• Good knowledge of Windows workstation, Microsoft software
• Knowledge in the field of insurance (claims, foresight, damage, etc.)
• Ability to lead a multi-departmental meeting
• Have a clear understanding of the roles, responsibilities, and functions of your team and main departments

Education

• University degree in Computer Science or other related fields preferred
• ITIL 4 Foundation certification required

Others

• Very good level in English and French (oral fluency required)
• Customer orientation and sense of service, cooperation, and team spirit
• Spirit of synthesis and analysis
• Rigor, Versatility, Sense of service and responsibility
• Ability to manage difficult situations, unforeseen events and emergencies
• Carry out your activity independently