Incident Manager M/F

Devoteam is a leader in digital strategy consulting, technological platforms, cybersecurity, and business transformation. With 10,000 employees in Europe, the Middle East, and Africa, Devoteam has been supporting companies for over 25 years by putting Technology at the service of People.

Information systems have become critical assets. Yet, all too often, their management remains invisible, undervalued, or fragmented. Without a solid foundation, no digital transformation can last. Without reliable run, there is no sustainable performance.

TopTeam, a team dedicated to the run and production of IT infrastructures, guarantees technological peace of mind by ensuring the continuity, reliability, and performance of IT environments. The TopTeam team is anchored in operations, driven by rigor, proximity, and a culture of service.

Our experts - Service Delivery Manager, Incident Manager, Chef de Projet Production, Ingénieur de Production, Administrateur Systèmes et Réseaux, Ingénieur Digital Workplace, Support technique N2/N3 and VIP - intervene on-site or remotely, with delivery driven by SLAs and continuous improvement. We industrialize operations, stabilize environments, and secure daily activities.

Our commitment: maintain the run to unleash transformation.

Why join us? We are an IA-Driven Company: Born at the dawn of the tech revolution, Devoteam is the trusted partner that has accompanied its clients through the evolution of the Internet, the Cloud, and now, the AI revolution. To this end, 100% of our employees are GenAI certified. Joining Devoteam means continuous learning. With 75% of employees certified, Devoteam is a Learning Company where learning is at the heart of our model. With 50 expertise tribes composed of technological leaders, we collaborate with the greatest technological partners: Google, AWS, Microsoft, ServiceNow, Snowflake, and many others. This collective of experts contributes to driving our business communities and presenting its viewpoint on technologies every year via the Tech Radar.

Join Devoteam and become an actor in your career in an environment of excellence, learning, and innovation!

We are looking for an experienced and rigorous Incident Manager to become the pillar of IT crisis resolution for our clients. As an Incident Manager, you will be responsible for the end-to-end management of critical incidents to ensure a rapid and effective restoration of services. A true conductor in times of crisis, you will be the central point of communication and coordination during complex situations, ensuring minimal impact on our clients' operations and users.

Your main responsibilities will be to: Drive major incident management: ensure detection, assessment, classification, and immediate handling.

Lead and coordinate crisis cells: mobilize the relevant technical teams, supervise their actions, and keep incident logs up to date to ensure rapid resolution.

Ensure fluid and transparent crisis communication: communicate clearly and concisely on the status of the incident with all stakeholders (technical teams, business units, management).

Guarantee compliance with processes: ensure the follow-up of escalations and the rigorous application of defined procedures.

Contribute to continuous improvement: actively participate in post-incident analyses (Post Mortem) to identify root causes and drive the implementation of preventive and corrective actions.

Participate in the evolution of practices: ensure technological monitoring, evolve incident management processes, and associated tools.

The required technical skills are: Mastery of ITIL processes: an ITIL Foundation V3/V4 certification is a real asset.

Good understanding of production environments: general knowledge of operating systems (Windows, Linux), network and application architectures.

Mastery of an ITSM tool: proven experience with ServiceNow, Jira Service Management, Easyvista, etc., for ticket tracking and management.

Excellent communication skills: proven ability to communicate effectively and influence various interlocutors, including at the management level.

Crisis management skills: strong analytical, problem-solving, and cross-functional coordination skills.

You have the ideal profile if: You hold a Bac +4/5 (engineering school, university, IT or production curriculum).

You have significant experience in major incident management in complex and multi-stakeholder IT environments.

You have a good command of English (spoken and written). This is indispensable.

Did you know? The Devoteam Group works for equal opportunity, for the promotion of its female and male employees based on merit, and actively fights against all forms of discrimination. We are convinced that diversity contributes to the creativity, dynamism, and excellence of our organization. All our positions are open to people with disabilities.