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Incident Manager
il y a 4 semaines
**Contenu de la mission**:
Monitorer les tickets queues et les Dashboard dans Jira Service Desk
Monitorer l'attribution des tickets en vérifiant que les tickets sont pris en charge dans les temps
Assurer la deuxième ligne de support en enquêtant et en catégorisant les incidents
Débloquer les tickets bloqués
Mettre en place un reporting des incidents
Mettre en place un outil de reporting applicatif pour la détection proactive des incidents
Maintenir une base de connaissance pour la résolution des incidents
Générer et soumettre des rapports sur les performances et les progrès
Suivi des équipements essentiels et capacité à superviser et à programmer un entretien régulier
Réflexion critique et résolution de problèmes, repérage proactif des problèmes d'efficacité/productivité
Assurer une approche orientée amélioration continue
Faire respecter les directives de sécurité et les normes de l'entreprise
**Compétences recherchées**:
Diplôme d'étude orienté domaine IT, technique, ingénierie...
Expérience de travail avérée en tant que superviseur support ou production supervisor ou rôle similaire
Connaissance pratique de divers types de supports IT (hard et soft)
Excellentes compétences en informatique
Excellentes capacités d'organisation et de leadership
Solides compétences en communication et en relations interpersonnelles
Motivé et orienté résultats
Excellentes compétences en résolution de problèmes
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