GESTIONNAIRE DES INCIDENTS / PROBLÈMES - DESCRIPTION DU POSTE :

Le projet consiste à gérer le cycle de vie des problèmes au sein de l’environnement Enterprise Z Mainframe, en mettant l’accent sur la coordination des actions correctives et l’analyse des causes profondes. Ce rôle implique également de contribuer à des initiatives stratégiques pour améliorer la résilience opérationnelle et la qualité des services.

INCIDENT / PROBLEM MANAGER - JOB DESCRIPTION:

The Incident / Problem Manager will oversee the lifecycle of problems within the Enterprise Z Mainframe environment, focusing on remediation coordination, root cause analysis, and prevention strategies. This role supports strategic initiatives to enhance operational resilience and service quality.

INCIDENT / PROBLEM MANAGER - MANDATORY SKILLS:

• Strong understanding of ITIL-based Problem Management processes.
• Proficiency in ServiceNow.
• Advanced Excel skills, including pivot tables, charts, formulas, and data modeling for reporting and metrics.
• Experience with enterprise infrastructure environments.
• Familiarity with Jira for tracking remediation tasks and workflow.

INCIDENT / PROBLEM MANAGER – NICE-TO-HAVE SKILLS:

• Experience with Enterprise tools such as Confluence and SharePoint.
• Expertise in trend identification.
• Experience presenting findings and recommendations to senior leadership.
• Ability to lead or contribute to strategic initiatives, such as automation or process improvement.
• Comfortable working in ambiguous environments and driving clarity through structured problem-solving.

• Lead the identification, documentation, and resolution of recurring issues across Enterprise Z mainframe systems.
• Conduct root cause analysis (RCA) and trend analysis to identify systemic risks and improvement opportunities.
• Develop and maintain dashboards and reports using Excel and other tools to track problem metrics, resolution timelines, and compliance.
• Collaborate with cross-functional teams to coordinate long-term fixes and preventive measures.
• Prepare and present weekly/monthly reports to senior leadership, highlighting key metrics, trends, and action plans.
• Maintain and update department-specific addendums to firmwide Incident and Problem Management policies.
• Train staff on problem management processes, tools, and reporting standards.