Incident Manager

CGI

Run Management

• Monitor the operational functioning of applications and infrastructures in production.
• To guarantee the availability, performance and reliability of IT services.
• Plan and manage application maintenance, updates and patches.
• Monitor performance indicators (SLAs, incidents, problems, changes) and produce regular reports.

Incident and problem management

• Coordinate the resolution of major incidents and ensure clear communication with stakeholders.
• Conduct post-incident analyses (RCA Root Cause Analysis) and define corrective action plans.
• Identify recurring patterns and initiate preventive improvement actions.
• Ensure compliance with ITIL processes (Incident, Problem, Change Management).

Management of cross-functional services

• Coordinate technical teams (infrastructure, network, security, application, data) around cross-cutting topics.
• Ensure the consistency and alignment of shared services with business needs.
• Collaborating with application managers, suppliers, and external partners.
• Participate in the definition and implementation of the continuous improvement strategy for the Run.

Project management and governance

• Managing projects for the evolution and optimization of the Run (industrialization, automation, supervision).
• Manage budgets, schedules and resources associated with Run activities.
• Participate in IT steering and governance committees.
• Ensure documentation, traceability and knowledge capitalization.