Lead Service Analyst - Incident & Problem Management (French)

- Rich experience in ITIL domains specifically Incident and Problem Management processes - Control of process steps, validation of technical and functional prerequisites - Animation and participation in GTS & Clients meetings (Opcos, Steercos) - Contribution to the evolution of the catalog of operations services with the operational teams of the departments - Classification of operations with the operations and business teams (updating of standards: catalog of services, classification of operations, intervention window, CMDB) - Make sure the team fully understands the requirements so that those are implemented correctly to avoid waste of time building wrong thing. - Prioritizes roadmap and backlogs, creates acceptance criteria and answers the queries from team/stakeholders. - Training of internal and external teams of the process via ITSM change management tools - Detailed reporting of operations on GTS infrastructures - Development of global activity monitoring dashboards and by Businesses

Exp. Req: 12 to 15 Years (overall) Relevant: 7-8 Years relevant experience as Product Manager or Process Owner. French speaker Hands on experience in driving major projects and initiatives. Hands on experience in transitions of major tools & processes Certificaitons in ITIL Intermediate, Expert level Good team management & Stakeholder management skills Ability to collaboratively work with skill team Acting as escalation point for all customer / stakeholder queries. Reporting, identifying gaps with good analytical skills. Build strategy for identified gaps enabling smoother operation. Participate in project transitions.

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