RUN/incident Manager

Related keywords: chat support remote jobchat remote jobremote job project manager

Overview

The position of RUN/Incident Manager at ALTEN is a vital role within the project team, focusing on collaborating with business units and stakeholders. This role is particularly suited for candidates who have a strong background in IT operations and incident management, and it is based in Morocco. As a part of ALTEN, a leading global player in engineering and technology consulting, you will have the chance to work on innovative solutions that cater to major international clients, particularly in sectors like automotive, aeronautics, and telecommunications.

Job Responsibilities

As a RUN/Incident Manager, your primary responsibilities include:

• Collaborating with Business Units: Identify and capture issues through various channels such as round tables and chat files. You will also participate in performance reviews with the support team.

• Managing Daily Support Activities: Oversee the end-to-end management of daily support activities through performance indicators. Your role includes promoting user autonomy by providing comprehensive knowledge sheets for support.

• Working with Stream Teams: Validate new support boundaries and take escalations for prioritization and management, ensuring the industrialization of support processes and best practices.

• Liaising with Product Lines: Identify recurrent issues and feed this information to the problem manager. You will be responsible for defining improvement plans aimed at optimizing the support chain's efficiency.

• Coordinating with Partners: You will drive operational follow-up committees and lead the roadmap advancements in support services.

• Inter-Departmental Collaboration: Ensure incidents and crises are handled appropriately during working hours. Also, correlate upcoming changes with the support chain and initiate problem openings as required.

Required Skills and Qualifications

Candidates interested in this position should possess:

• A Bachelor's degree in Computer Science or a related field (Bac+5), along with 3 to 5 years of relevant experience.
• Fluency in French, with operational English proficiency.
• Strong interpersonal skills, teamwork orientation, independence, rigor, and analytical capability to adapt to the diversity of issues to be addressed.
• A Master’s degree in Software Engineering or Network and Telecom is particularly advantageous.

Competencies Needed

To succeed in this role, the following competencies are essential:

• Leadership in Overseeing Support Activities: Be capable of managing the backlog of requests, ensuring commitment to service level agreements (SLA), and guaranteeing the efficiency of ticket processing.
• Analytical Skills: Ability to analyze and identify impacts, recognizing high-risk business processes while communicating needs for supervision.
• Continuous Improvement Initiatives: Engage in methods that foster ongoing improvement, promptly addressing recurrent tickets.
• Communication and Coordination: Drive operational committees, ensuring effective communication of incident and crisis management with stakeholders, including reporting on key performance indicators (KPIs).
• User Satisfaction Management: Handle net promoter scores (NPS) for support comprehensively, contributing to end-to-end supervision of user experiences.

Additional Benefits and Opportunities

Joining ALTEN MAROC provides numerous professional advantages:

• Diverse career opportunities with possibilities for internal mobility across different sectors, geographical locations, and roles.
• Access to certifying and diplomating training programs to enhance your skills and qualifications.
• Participation in regular events aimed at promoting both well-being and productivity in the workplace.

Conclusion

The RUN/Incident Manager role at ALTEN offers an exciting opportunity for IT professionals looking to make a significant impact in a dynamic environment. With a commitment to innovation and excellence, ALTEN positions itself as an excellent employer providing pathways for career growth. The offered salary is competitive, aligning with industry standards, which ensures that skilled candidates are well compensated for their expertise. If you are driven, possess a solid background in incident management, and are looking for a role that blends challenge with opportunity, consider applying to become a part of the ALTEN team in Morocco.

This job offer was originally published on himalayas.app