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    Incident Manager - Montreal, Canada - TEKsystems

    TEKsystems
    TEKsystems Montreal, Canada

    2 weeks ago

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    Contract
    Description

    Bonjour,

    Dans le cadre de l'accompagnement d'un de nos clients du secteur bancaire nous recherchons un incident manager TI qui assurera le diagnostic rapide, la détermination de solutions de rechange ainsi que la coordination et l'exécution rapide de mesures appropriées en vue de résoudre les incidents et les problèmes nuisant aux services TI.

    Actions:


    •Agir à titre de personne-ressource (l'expert en la matière) et organiser régulièrement des réunions pour classer les problèmes par ordre de priorité, les examiner et les résoudre.


    •Coordonner des sessions de travail multidisciplinaires afin de déterminer les causes profondes des problèmes.


    •Documenter et publier les rapports (post mortem) d'incident majeur en collaboration avec le gestionnaire de l'incident majeur.


    •Communiquer régulièrement avec toutes les équipes des TI pour assurer le respect du processus de gestion des incidents et des problèmes et du respect des SLO/SLA.


    •Avant la fermeture du billet de gestion du problème, s'assurer que le responsable du billet a effectué une analyse adéquate des causes profondes et qu'il a documenté la solution de rechange et les erreurs connues, que le problème a bel et bien été résolu et que les processus appropriés ont été respectés.


    •Effectuer des analyses de tendance mensuellement des incidents enregistrés afin de détecter des problèmes d'incidents répétitifs.


    •Tenir les gestionnaires des TI informés de l'état des billets, des erreurs connues, des ressources affectées aux billets, de la conformité au niveau de service (SLA) en ce qui a trait au délai du traitement des incidents et des problèmes.


    •Fournir une analyse du risque et de l'incidence des billets non réglés ainsi que les ressources requises pour une analyse des causes profondes et une résolution appropriée, et informer la direction des TI de l'état des billets et des avantages obtenus par suite de la gestion du problème.


    •En cas d'incident majeur, agir en tant qu'intermédiaire entre toutes les parties concernées et les ressources techniques requises, à l'échelle de l'organisation des TI et auprès des fournisseurs externes, afin d'assurer la coordination de la résolution de l'incident et la communication aux parties prenantes.

    Connaissances et compétences


    •Expérience en milieu hétérogène combinant diverses technologies et plusieurs intervenants


    •Expert des processus basés sur ITIL (V3/2011 & v4)


    •Certification d'une des diverses méthodes d'analyse des causes profondes (Kepner Tregoe, Kaizen,...])

    Compétences générales


    •Capacité à coordonner plusieurs intervenants à l'intérieur des équipes internes et externes


    •Aptitudes solides en matière d'organisation, d'exécution de tâches multiples et de gestion du temps


    •Connaissance solide des méthodes de résolution


    •Capacité à gérer un environnement ambigu et à travailler sous forte pression

    À propos de TEKsystems:

    Nous sommes partenaires dans la transformation. Nous aidons les clients à activer des idées et des solutions afin de profiter d'un nouveau monde d'opportunités. Nous sommes une équipe solide de personnes, nous travaillons avec plus de 6 000 clients, dont 80 % faisant partie du Fortune 500, partout en Amérique du Nord, en Europe et en Asie. En tant que chefs de file de l'industrie des services technologiques complets, des services aux talents et des applications du monde réel, nous travaillons avec des leaders progressistes pour favoriser le changement. C'est le pouvoir d'un vrai partenariat. TEKsystems est une société du groupe Allegis.

    Québec Numéro du permis d'agence de placement de personnel AP

    About TEKsystems:

    We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

    The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

    Quebec Personnel Placement Agency Permit Number AP

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