IT Incident Manager

METALINE

. Lead the management of major P1/P2 incidents, initiate crisis cells, and coordinate technical teams through to service restoration .

Posted 10/14/2026full-timeGuyancourt • FranceMid-LevelSenior💰 €53,000 - €58,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL Incident Management processes and major incident management, ensuring compliance with SLAs and effective communication with stakeholders. Proficient in using ITSM tools like ServiceNow and managing complex IT infrastructure environments.

Highest-signal resume keywords

ITIL Incident ManagementPeopleCert ITIL 4 Foundation CertificationServiceNowMajor Incident ManagementLeadership Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementSLA MonitoringEscalation ProcessesAnalytical SkillsAttention to Detail

Soft Skills

Verbal CommunicationWritten CommunicationAbility to Work Under PressurePrioritization Skills

Tools & Technologies

ITSM ToolsServiceNowIceboard

Certifications & Qualifications

PeopleCert ITIL 4 Foundation

Industry Keywords

IT InfrastructureStorageSystemsDatabasesBackupOpenStackPost-Incident ReviewsRoot Cause Analyses

Tech Stack

Tools & technologies

ITSMOpenStackServiceNow

About the role

Key responsibilities & impact

Lead the management of major P1/P2 incidents, initiate crisis cells, and coordinate technical teams through to service restoration
Monitor P3/P4 incidents, manage escalations, and identify recurring incidents requiring in-depth analysis
Coordinate support teams, assign actions, and ensure rigorous tracking of responsibilities and resolution deadlines
Provide clear, structured, and regular communication to stakeholders via ServiceNow, Iceboard, email, and SMS
Ensure compliance with SLAs, validate service restoration, and guarantee complete incident documentation
Participate in Post-Incident Reviews (PIRs) and Root Cause Analyses (RCAs)
Identify areas for improvement and reduce incident recurrence
Participate in the on-call rotation for managing critical incidents outside business hours

Requirements

What you’ll need

Strong knowledge of ITIL Incident Management processes
PeopleCert ITIL 4 Foundation certification required
Experience using ITSM tools, particularly ServiceNow
Knowledge of IT infrastructure environments, including storage, systems, databases, backup, and OpenStack
Proficiency in major incident management, SLA monitoring, and escalation processes
Leadership skills and the ability to coordinate cross-functional technical teams
Excellent verbal and written communication skills
Ability to work under pressure and prioritize actions in critical situations
Strong analytical and summarization skills, attention to detail, and sense of responsibility
Fluency in English required
Experience in IT incident management, ideally in complex infrastructure environments
Availability to participate in the on-call rotation outside business hours

Benefits

Comp & perks

Participation in the on-call rotation for managing critical incidents outside business hours