• Maîtrise des processus ITIL, notamment en gestion des incidents et 
problèmes.
• Expérience avec des outils de ticketing et de monitoring (ex. : ServiceNow, 
JIRA).
• Capacité à analyser les données d’incidents et à piloter les indicateurs de 
performance (SLA, NPS, aging).
• Excellente communication en français, à l’écrit comme à l’oral.
• Aptitude à gérer le stress et à décider rapidement en situation de crise.

Formation & Certification
• Diplôme Bac +2 minimum en systèmes d'information, gestion des services 
IT ou équivalent.
• Certification ITIL® (Information Technology Infrastructure Library) v3 ou 
ITIL® 4 Foundation obligatoire.
Ou Expérience professionnelle equivalent

• 2 à 5 ans d’expérience en gestion des incidents applicatifs, run 
management ou IT support management.
• Expérience en environnement multi-canal et ITIL est un atout majeur.
• Expérience avérée dans la gestion de crises (incidents majeurs, 
coordination rapide, communication critique).
• Expérience en environnement 24/7 et/ou à forte volumétrie de tickets 
(multicanal avec exigences SLA et NPS) est un plus.

Compétences linguistiques
• Français : niveau B2 minimum, écrit et oral requis.
• Anglais : apprécié dans un contexte technique et de reporting.

Organisation du travail
o Jours ouvrés (lundi à vendredi – Heure française / CET)
• Horaires standards: 07h00 à 19h00
• Couverture HNO IM en rotation : 05h00–07h00 / 19h00–22h00
• En astreinte (On call) en rotation de 22h00 à 05h00
o Week-ends et jours fériés (rotation)
• Samedis : 05h00 à 22h00
• Dimanches & jours fériés : 
o Standard : 08h00 à 17h30
o En astreinte (On call) en rotation : 00h00 à 08h00 / 17h30 à 
00h00

*Organisation selon un planning rotatif défini à l’avance

Ebene

Requesting an Accommodation

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