Incident Manager Emplois | NTT DATA (Antony)

Incident Manager

NTT DATA

Emplacement:
France , Antony

Catégorie:
Informatique - Administration

Type de contrat:
Non fourni

Salaire:

Non fourni

Enregistrer l'offre

Postuler

Description du poste:

Le poste de Gestionnaire d'Incidents chez NTT DATA implique la coordination d'une équipe technique pour gérer efficacement les incidents. Le candidat idéal aura entre 3 et 5 ans d'expérience dans un rôle similaire, avec une maîtrise de ServiceNow et des technologies comme Cisco et Palo Alto. Une certification ITIL Foundation est un atout. Le travail se fait dans un environnement hybride.

Responsabilités:

Coordinate a team of 20 people with technical profiles (Networks, Security, Converged Communications, Data Center)
Supervise the ticket backlog on the ServiceNow ticketing platform
Prioritize incidents and team movements to achieve objectives
Contribute to keeping the team schedule up to date
Lead ticket review meetings with clients
Act as a direct escalation point for clients, teams in France, and service centers worldwide
Master processes and organization to unblock situations and solicit the right people
Escalate to suppliers and subcontractors (Cisco, Palo Alto, Checkpoint...) if necessary
Participate in potential crisis cells in case of major incidents
Participate in managerial on-call duties
Write Post Incident Reviews (PIR) following escalations or major client incidents
Responsible for monitoring and analyzing performance indicators such as customer satisfaction (CSAT) and contractual service levels (SLA)
Participate in meetings organized between NTT France and NTT service centers worldwide to report malfunctions or propose improvements
Propose process updates leveraging field feedback
Keep procedures and best practices up to date and ensure team training for their application

Exigences:

Bac +3 to Bac +5 education
3 to 5 years of experience in IT operations or support functions
Mastery of French and English
Good knowledge of ServiceNow tool
Excellent communication and leadership skills
Ability to adapt to the technical level of interlocutors
Motivation to work in a team in rich and complex technical environments
Autonomy, rigor, and a good sense of service

Souhaitable:

ITIL Foundation certification
Minimal knowledge of partner technologies (Cisco, Palo Alto, F5, Fortinet...)

Informations supplémentaires:

Offre publiée:
26 janvier 2026

Type d'emploi:

Temps plein

Type de travail:

Travail hybride

NTT DATA - Toutes les offres d'emploi

Partager le lien de l'offre: