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IT Incident Manager
2 weeks ago
**_About us _**
Azqore is a leader in outsourced banking services. We are one of the entities under Credit Agricole Indosuez Wealth Management, providing integrated solutions and quality services to our clients.
Backed up by the banking and financial strength of Crédit Agricole Group (majority shareholder with 80%) with its global presence and resources made available by Capgemini under our strategic agreement (minority shareholder 20%) and positioned as the expert partner for the digital transformation of tomorrow's Wealth Managers with a single ambition: to make S2i the technology and banking operations platform of choice for the Wealth Managers in its international markets.
Our business has a single purpose: building partnerships with tomorrow's Private Bankers and Wealth Managers, helping them adapt and develop in a fast-changing world. We do this through a comprehensive and integrated technology solution, operational services and high-quality consultancy services, backed by our quality process. All available in the 11 countries where our user
community is active, with a unique system : S2i.
**Responsibilities**:
The incident manager will be part of the Client Service team, working on the resolution of issues raised by users. Incident manager is in charge of supervising and monitoring incidents within AZQORE, lead and facilitate the resolution and closure of the incidents conforming to the SLA. He/she will engage the relevant domain experts for resolution, track the incident throughout its lifecycle and communicate the status to relevant stakeholders. As part of the incident management process, prepare and document post mortem (with action plans) for major incidents and communicate to relevant stakeholders in a timely manner.
**Analysis, development and estimations activities**:
- Actively collect necessary information for incident communications and incident reports action plans from AZQORE teams.
- Analyze the information gathered from experts and summarize it in a comprehensive manner.
- Activate crisis meetings and calls when necessary.
**Management and supervision activities**:
- Write detailed incident report and perform timely communication to the stakeholders.
- Write and adhere to incident reports action plan.
- Take part in incident management process improvement.
- Regularly update and document procedures.
**Communication and client contact activities**:
- Publish incident communications, updates and action plans.
- Lead crisis unit.
- Communicate necessary information to manager.
- Participate to the resolution ticket which may become an INC or not.
**Control Activities**:
- Ensure that SLAs and OLAs are met in terms of incidents.
- Supervize the updating and closing of corresponding incidents in the JIRA tool.
**Job Requirements**
- Minimum 8-10 years experience in IT client service/ incident management roles within banking industry
