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Responsable Incidents Majeurs H/F

• Posted 15 days ago • Updated 15 days ago

Full Time

On-site

Fitment

Dice Job Match Score™

🫥 Flibbertigibetting...

Job Details

Skills

IT Outsourcing
Middle Office
Customer Engagement
Business-to-business
Routers
MES
Communication
Public Relations
Elasticsearch
SAP LE
QoS
CONTR
LES
JIRA
ITIL

Summary

Rattach au dpartement transverse de la Direction Produits Supports, le service Gestion du Delivery et Qualit de Services est garant de la prestation ITO des Clients d'ABS et d'ABS en propre (Middle Office, Agence Grands Comptes).

Il anime une communaut incidents pour harmoniser les pratiques de gestion d'incidents au sein des dpartements de la DPS et autres dpartements amens traiter des incidents IT.

Ce service a pour missions :

de maintenir la qualit de service spcifique aux Clients,
de mesurer cette qualit de service,
de suivre la prestation d'Arka pour nos Clients
de communiquer nos Clients les informations en lien avec les incidents, les problmes, les changements.

Piloter les Incidents et raliser les suivis

Grer les Incidents Majeurs
Prendre en charge les incidents majeurs de tous les clients B2B.
Prendre en charge les appels clients en lien avec des incidents
Communiquer / donner de la visibilit sur la rsolution des incidents.
Animer les comits QoS avec les clients B2B et le groupe (Incidents IT / Problmes avec les clients B2B)
tre le contact privilgi du groupe Arka (RQS, RSC, DEX) & Clients B2B sur les incidents majeurs
Router et suivre les Incidents IT pour prise en charge et corrections
Apporter de l'expertise sur des domaines de connaissance de l'quipe
Suivre les Problmes pour AXA et CCF
Animer des ateliers (facilitateur)/ taskforces de rsolutions de problmes et d'incidents

Grer la communication avec les parties prenantes (ABS, le Groupe, les Clients)

Animer la boite mail de service
Rpondre aux sollicitations /escalades des clients.
Prparer les comits des changements AXA avec la DEXT et animer le comit
Communiquer sur les changements techniques et fonctionnels
Communiquer sur les MEP indisponibilits venir
Accompagner les clients sur les tests Post-MEP (souvent en Heures Non Ouvres)

Participer la Dynamique d'quipe

Co-animer la Communaut Incidents
Co-animer le comit de suivi QoS/Incidents IT / Problmes avec les clients B2B
Participer aux activits de contrle permanent trimestrielles
Apporter du renfort en cas d'absence de membres de l'quipe Gestion du Delivery QS (Comit, Suivi d'incident, Release)
Mettre en place des actions d'amlioration de la satisfaction du Client pour apporter de la valeur nos Clients

Une formation BAC +5 ou quivalence par l'exprience
Anglais crit et oral
Plusieurs expriences et une expertise dans les pratiques de gestion d'incident informatiques majeurs
Une aisance communiquer efficacement l'crit comme l'oral.
Une connaissance approfondie des outils de ticketing d'incident (Snow / Jira)
Une capacit d'adaptation et de remise en question dans un fort esprit collaboratif
Une capacit de mdiation et de gestion de situation de crise
Une connaissance / formation des processus ITIL serait un plus

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90922487
Position Id: 24371116
Posted 15 days ago

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