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Westpole - ITIL Incident Manager / Owner

IMPORTANT:  Only candidates with a valid EU work Permit



Your role


As an ITIL Incident manager/owner you will

  • execute the daily activities of an Incident manager : Drive Major incident resolution, communicate on incident resolution progress, escalate critical incident within the bank and toward third party provider, coordinate with the various Bank's stakeholders.
  • manage and improve the processes and tool, including monitoring process performance via agreed key performance indicators (KPI) and report on a regular basis to stakeholders;
  • closely interact with the internal/external IT service providers to secure service delivery in line with the agreed targets, to ensure interfaces are working smoothly and to collect and assess their requirements in relation to processes and service management tools;
  • provide advice and training to the relevant stakeholders responsible for projects, programs, infrastructure and application portfolios on how to meet the requirements set out from a process viewpoint;
  • represent your process(es) in internal and external meetings;
  • closely collaborate with other process managers to ensure smooth process interfaces and consistency across different processes;
  • present the results of your work and matters within your area of responsibility and discuss them with your peers, at various management levels within the IT department and with external IT service providers;
  • Ensure coordination and communication with Clients IT teams.
  • The position offers you excellent opportunities to contribute to the delivery of stable IT services in a process-oriented environment and to interact with a broad range of IT colleagues from various areas.


Qualifications, experience and skills

  • Essential:
    • a bachelor's degree (or post-secondary vocational education plus four years of relevant experience, or eight years of relevant experience) in computer science, information systems administration or another relevant field;
    • in addition, a minimum of three and ideally five or more years' experience in the field of IT process management and/or IT service management. Including a concrete experience in the execution of Release management;
    • a solid general understanding of IT (e.g. infrastructure components and business applications) and experience with the support and operation or engineering of IT services;
    • communication Skills in French and English (Verbal, Written, Interpersonal, Proactive listening) 
    •  “ITIL Foundation” certification. (Other certifications like “lifecycle” or  “Capability” are welcome)
    • positive attitude and customer focus  as well as stress resistant
    • team player with strong interpersonal skills 
    • innovative thinking and problem solving 
    • willingness to ensure on duty activities when required
  • Desired:
    • willingness to contribute and support a Knowledge sharing culture 
    • practical experience with Service Management tools or with data analytics tools;
    • experience in incident management
    • advanced experience in Microsoft Office (Excel/PowerPoint).
    • practical experience in developing and maintaining reports in Business Objects
    • knowledge in banking industry activities
    • experience in positions requiring managing people activities

Description société

We are the point of reference in the IT market for the pioneering companies ready to leverage new technological & digital projects, to embrace innovation and to evolve their business.

Born as a carve out from IRIS Group, and with more than 30 years of experience in the management of complex IT environments, we help companies, both private and public to scale up the Digital Transformation path, with a combination of Hybrid Technologies, Managed Services, EIM solutions and High-level Professionals.

Our people wake up every day with the aim to create the new around our customers' need, with an approach devoted to research and innovation and with the pioneering spirit of those who believe in technological progress.

We manage the entire IT stack with integrated Hybrid Technology and Managed Services, while also providing best-in-class IT personnel to support any kind of IT project.

We also provide companies with digital solutions to help the management of information and to optimize business processes.

Optimal mix of on-premise, private and public cloud with centralized view

Centralized support for your hybrid infrastructure and all the managed solutions to keep the business running (from monitoring, backup, disaster recovery and EIM as a service)

The right people for the right project, from ECM services to Hardware, Software and Datacenter services

Digital Mailroom, Advanced Case Management, Information Governance, Business Process Automation

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