Incident Management Consultant w. French language skills

Introduction
At IBM our Project Managers excel by leading and coordinating a project team’s overall performance scope cost and deliverables. Our clients rely on timely and efficient status reports and as Project Manager you will drive the charge with project direction metric definition and performance management. If you are ready to help our clients and project teams succeed we would love to meet you!

Your Role and Responsibilities

• Administer incident management while performing the escalations required to meet the high standards of an operations control center in terms of service levels and user service satisfaction
• Coordinate problems by actively monitoring their progress in collaboration with the Company’s team
• Produce monthly dashboards including management indicators
• Produce detailed monthly reports on incidents and problems including by priority and work team
• Produce a specific remediation plan for non-compliance with operational level agreements by work teams
• Participate in or set up Problem Management Committee meetings
• Produce follow-up reports for Problem Management Committees
• Produce incident recurrence analysis reports
• Write training material documentation
• Monitor the flow of incoming incidents and the ability of support staff (levels 1 and 2) to resolve them in line with service level agreements
• Proactively analyze the recurrence of the most frequent incidents in order to investigate and resolve the problem through root cause research or by documenting the procedure to be applied for a known error
• Examine and prioritize problems
• Measure and increase the effectiveness of the incident and problem management process particularly in anticipating incidents
• Formulate recommendations for improvement (processes tools operational follow-up) and monitor implementation
• Identify the tools or solutions required to implement the incident and problem management system and the processes supporting them

Required Technical and Professional Expertise

• 8 years IT experience
• 4 years’ experience in various areas of the SAP world
• Over the past five years have completed a minimum of 880 person-days in a maximum of five mandates as a Consultant in Incident and problem management

Preferred Technical and Professional Expertise
Relevant certifications in Project Management/ Incident Management