Incident Manager Cloud

ALTEN

Within this role, your main responsibilities will be as follows:

• To manage the efficiency and performance of Incident Management and ensure compliance with the process
• Verify that all the documentation necessary for incident management is complete, accessible, and distributed to the relevant parties.
• Ensure that incidents are resolved by the different levels (N1, N2 and N3) within the allotted timeframes.
• Ensure compliance with SLAs on incidents
• Gather, analyze and consolidate all information concerning incident management in order to produce weekly and monthly reports
• Propose action plans to improve the quality and availability of the service
• Ensure escalation and communication to all relevant management levels during major incidents or crises
• Decide on the potential triggering of a crisis following a major incident
• Organize, lead, document and monitor the crisis unit