Trouvez votre prochaine offre d’emploi ou de mission freelance Incident Management

Dans le cadre de l'accompagnement de notre client, nous recherchons un Incident / Problem / Process Manager pour intervenir sur des enjeux de gestion des incidents, problèmes et amélioration continue des processus IT. Vos missions principales : Piloter et suivre les incidents majeurs et problèmes complexes Coordonner les différents intervenants et assurer le suivi jusqu'à résolution Analyser les causes racines et mettre en place les actions correctives Suivre les KPI, SLA et plans d'amélioration Faire évoluer et optimiser les processus ITIL Animer les instances de suivi et produire le reporting associé Contribuer à l'amélioration continue de la qualité de service IT

Incident Manager – Tour de Contrôle ITContexteAu sein de la Tour de Contrôle IT, l'Incident Manager assure le pilotage des incidents, notamment majeurs et critiques, afin de garantir la continuité de service et le respect des SLA. Il travaille en coordination avec les équipes de production, les experts techniques, les différents acteurs ITIL et le centre de service basé en Inde.Client : Banque Lieu : Saint Quentin en Yvelines Démarrage : ASAP Fréquence : 2 jours de télétravail/semaine Régie : 3 mois renouvelables, perspective longue jusqu'à 3 ans.

MissionsPrestations demandées en liaison avec l'activité de notre Control Tower Incidents-Changements-Problèmes-Request : Activités Incident Management / Change Management / Problem Management / Requests Management : Communications post incident et suivi des plans d'actions Document de synthèse et de suivi à présenter aux filiales EM (Africa et Europe de l'Est) Consolidation des données des différents dashboards Gestion du backlog incident au quotidien Suivi et affectation des incidents au quotidien Suivi des délais de résolutions Reporting incident hebdo et envoi à l'équipe Maintien de la main courante des incidents Suivi des plans d'action Participation aux Monthly incident Gestion des TaskForce, suivi et maintien du (ou des) plan(s) d'action(s) Gestion des PIR (Post Incident Report) Ouverture des PIR dans les délais impartis Suivi des PIR et actions de résolution pérenne Gestion du Problem Management dans le cas d'ouverture de problèmes sur incident P1 ou récurrents Établissement et surveillance des KPIs des processus Incidents Participation aux comités incidents avec les entités filiales EM et entités ingénierie transverse ITGP Validation des PACT de Production Go/NoGo (pour autoriser les applications devant aller en production) Réalisation d'astreinte HNO (Nuit et Week-End) dans le cadre des activités de communication pour suivi de production des Core Banking historique (Atlas) et New Core Banking Data (NCBD) Suivi du request management et en particulier le respect de l'usage du workflow incident versus workflow request Participation à des comités de type Production Quality Committee, Major Incident Review Board, Major Change Review Board et Data Quality Validation Committee Activités Change Management : Préparation et/ou animation des réunions du CAB (Change Advisory Board) Préparation et/ou animation des réunions concernant le Board Changement Managérial Gestion des statuts des changements dans l'outil ServiceNOW Vérification du dossier des changements de type MEP (Chronogrammes, PV des tests en homologation, procédures de retour arrière, risques à faire ou à ne pas faire, …) Négociation du planning des opérations des changements avec les demandeurs Établissement du bilan des changements Élaboration et publication du calendrier prévisionnel des changements Communication avec les intervenants pour coordonner l'implémentation/MEP (Mise en Production) Reporting/dashboard ServiceNOW des changements Anticipation des changements du plan de capacité Contribution à l'amélioration du processus Établissement et surveillance des KPIs du processus et dashboarding associés Participation ponctuelle à des astreintes (suivant besoin du service) La quasi-totalité de la documentation est à réaliser en anglais donc un bon niveau d'anglais est exigé. La connaissance et la pratique de ServiceNOW et la connaissance des processus ITIL (Incident, Changement, Problèmes sont obligatoires) sont deux critères mandatory. Utilisation d'outil et solution interne couplées à ServiceNOW permettant d'assurer un suivi digitalisé des incidents critiques et sensibles. Autres compétences requises : Adaptabilité, réactivité, anticipation, proactivité sont impérativement demandées dans le contexte d'évolution et globalisation de nos activités de Control Tower en relation avec la Group Control Tower Production ITG.

Incident Manager (F/H) - Paris - Paris 15e Arrondissement Contexte Experis recrute un Incident Manager F/H pour accompagner l'un de ses clients, acteur majeur du secteur du luxe, dans un environnement international exigeant. Vous interviendrez sur un projet stratégique où la continuité des services IT est primordiale. Vos missions Piloter le cycle de vie complet des incidents, de leur détection jusqu'à leur résolution. Coordonner les équipes support (proximité, service desk) lors d'incidents majeurs. Garantir une communication claire et régulière auprès des parties prenantes. Analyser les causes racines (RCA) et proposer des actions préventives. Assurer la documentation, le suivi et le reporting des incidents. Contribuer à la gestion de crise et aux plans de continuité d'activité (PCA/PRA).

IT Support Analyst with 1st and 2nd Level Treasury Systems Support – FIS Integrity FIS Integrity -Treasury and Risk Management System Support Analyst with 2nd Level experience. Our Client is in the process of implementing a global rollout of FIS Integrity Treasury and Risk Management System. Must have at least 3 to 5 years experience supporting 1st / 2nd Line Treasury systems or financial systems support The Client is ideally looking to recruit at least 1 years experience of working with and supporting FIS Treasury and Risk Management System FIS Integrity. This is a 2nd level implementation and support position. Operational Platform Monitoring & Treasury Process Assurance Ensures uninterrupted execution of Treasury‑critical processes and protection of daily cash positioning, payment execution, and cut‑off compliance. Monitor Treasury systems, interfaces, and scheduled jobs (EOD, SOD, intraday processes)  Oversee payment flows across SWIFT, API, EBICS, and bank platforms  Validate inbound data (bank statements, market data, trade feeds)  Execute operational runbooks for failed processes and controlled reprocessing  Perform daily checks and controls including cash position validation and transaction completeness Incident Management & Treasury Service Continuity Protects Treasury operations by restoring service rapidly when incidents threaten payments, liquidity visibility, or regulatory obligations.  Log, classify, and prioritize incidents in ServiceNow based on Treasury business impact  Perform structured triage and initial diagnosis  Resolve standard issues within SLA using approved knowledge base and runbooks  Escalate complex or cross‑system issues to L3 with full technical and business diagnostic context  Support major incident management processes and incident bridge calls Cash, Position & Exposure Data Integrity Ensures integrity of cash, position, risk, exposure, and hedge data used in Treasury decision-making, external reporting, and audit processes.  Validate transaction, position, balance, and exposure data across Treasury systems  Identify and resolve discrepancies impacting liquidity confidence and risk accuracy Support reconciliation processes and ensure audit‑ready completeness of financial data Testing & Release Support with Treasury Assurance Ensures Treasury readiness and outcome protection for system changes and SaaS releases.  Support execution of business testing, UAT, and regression testing  Validate operational outputs resulting from system changes  Assist in business readiness checks prior to release or cutover Essential  2–5 years' experience in 1st / 2nd Line Treasury systems or financial systems support  Understanding of Treasury processes (payments, liquidity, settlements)  Experience with incident management and ITIL processes  Strong analytical and troubleshooting skills Desirable  Experience in FIS Integrity System  Basic SQL or data interrogation capability  Exposure to SWIFT, APIs, and integration technologies  Experience supporting UAT or testing cycles Qualifications  Degree in Finance, IT, or related discipline  ITIL Foundation (preferred) · Experience with FIS Integrity or similar Treasury and Risk Management systems is highly desirable · A proactive attitude and ability to adapt to a hybrid work environment This will be a hybrid role with 3 days in the office in Central London. The salary for this role will be in the range £75K - £85K. Do send your CV to us in Word format along with your salary and availability.

Dans le cadre du renforcement d'une équipe IT, nous recherchons un Service Delivery Manager pour assurer le pilotage opérationnel des processus ITIL et garantir la continuité ainsi que la qualité des services informatiques. Vous interviendrez dans un environnement de production exigeant, en collaboration avec les équipes techniques, les responsables opérationnels et les différentes parties prenantes. Vos principales missions : Incident Management : superviser le traitement des incidents, garantir le respect des SLA, gérer les escalades et coordonner les équipes techniques lors des incidents prioritaires. Problem Management : identifier les incidents récurrents, piloter les analyses de causes racines (RCA), animer les comités problèmes et organiser les retours d'expérience (REX). Change Management : organiser et animer les CAB, suivre les changements en production, gérer les changements urgents (eCAB) et assurer leur traçabilité. Pilotage et reporting : suivre les indicateurs de qualité de service, produire les reportings opérationnels et assurer la communication auprès des parties prenantes. Amélioration continue : contribuer à l'optimisation des processus ITIL et des outils de gestion des incidents.

Au sein de l'entité en charge de toute la production réseau/sécurité du groupe, au sein d'une équipe orientée Incident Management / Service Delivery Management, nous recherchons un profil disposant d'un background technique réseau, pour assurer différentes missions : Suivi des KPI de l'équipe Support Telecom Réseau N2 en charge des incidents Network (de bout-en-bout) ; réponds aux sujets de RUN dont le Delivery à la charge pour le Domaine (Problèmes, escalades, ...) ; conduite des projets d'amélioration interne TS3 ; et contribue aux sujets de conformité au sein du Network (en collaboration avec l'équipe sécurité). Assurer le suivi des incidents avec les différents prestataires / partenaires / constructeurs. Point de contact en cas d'escalade ou de traitement des urgences Network. Contrôler la compliance des Assets Telecom Réseau au sein du parc et traiter les déviations avec les différents acteurs.

Vous êtes un(e) Analyste SOC / DLP avec une vraie expérience dans la protection des données sensibles ? Vous maîtrisez Proofpoint et aimez investiguer les alertes, analyser les risques et travailler au contact des équipes métiers ? 👉 Cette mission devrait vous intéresser ! 📍 Localisation : Ile de France 🏠 Télétravail : 2 à 3 jours/semaine 🌍 Anglais opérationnel 💰 TJM cible : 550–580 € 🏭 Secteur : Agroalimentaire ⭐ Atout majeur : maîtrise de Proofpoint DLP 🔎 Votre mission Au cœur des opérations de sécurité, vous intervenez notamment sur : 🛡️ Monitoring : Investigation DLP Analyse et qualification des alertes DLP Investigation des transferts de données suspects Analyse des incidents Email, Endpoint, Cloud Identification des faux positifs et optimisation des règles Escalade des incidents de sécurité Documentation des analyses et actions de remédiation 📋 Gestion des exceptions DLP Analyse des demandes d'exception Évaluation du risque et de la justification métier Coordination avec les équipes Security, Data Protection Compliance Suivi des exceptions, échéances et risques associés Mise en place de mesures compensatoires lorsque nécessaire 🔐 Gouvernance, conformité, contribution à la définition et à l'évolution des politiques DLP Data classification protection des données Participation aux audits et prise en compte des enjeux RGPD / Privacy Amélioration continue des dispositifs de sécurité 🎯 Le profil recherché Vous justifiez idéalement de 5+ ans d'expérience en : ➡️ SOC / Cybersecurity Operations ➡️ DLP / Data Protection ➡️ Investigation d'alertes et incidents ➡️ Risk assessment / Incident Management Et vous connaissez notamment : 🔹 Proofpoint DLP ⭐ 🔹 Microsoft Purview DLP 🔹 Data Classification 🔹 Insider Risk Management 🔹 Incident Response 🔹 RGPD / Privacy 💡 Vous êtes analytique, rigoureux(se), curieux(se) et à l'aise avec les interlocuteurs métiers ? Vous pourriez être exactement la personne recherchée. 📩 Intéressé(e) ? Envoyez-moi votre CV ou contactez-moi directement en message privé. 🔁 N'hésitez pas à partager autour de vous — le bon profil est peut-être dans votre réseau

IT Support Analyst with 2 Level Treasury Systems Support – FIS Integrity FIS Integrity -Treasury and Risk Management System Support Analyst with 2 Level experience. Our Client is in the process of implementing a global rollout of FIS Integrity Treasury and Risk Management System. Must have at least 3 to 5 years experience at supporting 1st / 2nd Line Treasury systems or financial systems support The Client is ideally looking to recruit at least 1 years experience of working with and supporting FIS Treasury and Risk Management System FIS Integrity. This is a 2 level Treasury Systems implementation and support position. Role Description The IT Support Analyst with 2nd Level Treasury Systems Support – FIS Integrity role is a full-time hybrid position based in Dublin Ireland, with some work-from-home flexibility. The role involves providing second-line technical support for FIS Integrity and related treasury systems, including diagnosing incidents, resolving complex issues, and escalating to vendors or internal teams when needed. The analyst will monitor system performance, manage service requests, document solutions, and contribute to improvements in system reliability and user experience. Day-to-day tasks include working closely with treasury, IT, and operations stakeholders, handling changes and configuration updates, and ensuring adherence to service-level and security standards. The role requires clear communication with users, accurate reporting on incidents and trends, and proactive identification of risks or optimization opportunities. Qualifications Should possess strong Technical Support and Troubleshooting skills, with experience in 2nd level support for financial or treasury systems such as FIS Integrity. Have solid Analytical Skills and Information Technology knowledge, including understanding of system architecture, interfaces, and incident analysis. Candidates should possess effective Communication skills, with the ability to explain technical issues to non-technical stakeholders and collaborate across teams. Experience in treasury, banking, or financial services environments and familiarity with ITIL or similar service management frameworks is beneficial. A relevant degree or professional qualification in IT, Computer Science, or a related field, along with experience in hybrid working setups, is preferred. Operational Platform Monitoring & Treasury Process Assurance Ensures uninterrupted execution of Treasury‑critical processes and protection of daily cash positioning, payment execution, and cut‑off compliance. Monitor Treasury systems, interfaces, and scheduled jobs (EOD, SOD, intraday processes)  Oversee payment flows across SWIFT, API, EBICS, and bank platforms  Validate inbound data (bank statements, market data, trade feeds)  Execute operational runbooks for failed processes and controlled reprocessing  Perform daily checks and controls including cash position validation and transaction completeness Incident Management & Treasury Service Continuity Protects Treasury operations by restoring service rapidly when incidents threaten payments, liquidity visibility, or regulatory obligations.  Log, classify, and prioritise incidents in ServiceNow based on Treasury business impact  Perform structured triage and initial diagnosis  Resolve standard issues within SLA using approved knowledge base and runbooks  Escalate complex or cross‑system issues to L3 with full technical and business diagnostic context  Support major incident management processes and incident bridge calls Cash, Position & Exposure Data Integrity Ensures integrity of cash, position, risk, exposure, and hedge data used in Treasury decision‑making, external reporting, and audit processes.  Validate transaction, position, balance, and exposure data across Treasury systems  Identify and resolve discrepancies impacting liquidity confidence and risk accuracy Support reconciliation processes and ensure audit‑ready completeness of financial data Testing & Release Support with Treasury Assurance Ensures Treasury readiness and outcome protection for system changes and SaaS releases.  Support execution of business testing, UAT, and regression testing  Validate operational outputs resulting from system changes  Assist in business readiness checks prior to release or cutover Essential  2–5 years' experience in 1st / 2nd Line Treasury systems or financial systems support  Understanding of Treasury processes (payments, liquidity, settlements)  Experience with incident management and ITIL processes  Strong analytical and troubleshooting skills Desirable  Experience in FIS Integrity System  Basic SQL or data interrogation capability  Exposure to SWIFT, APIs, and integration technologies  Experience supporting UAT or testing cycles Qualifications  Degree in Finance, IT, or related discipline  ITIL Foundation (preferred) Experience with FIS Integrity or similar Treasury and Risk Management systems is highly desirable A proactive attitude and ability to adapt to a hybrid work environment This will be a hybrid role with 3 days in the office in Dublin Ireland. The salary for this role will be in the range £70K - £85K. Do send your CV to us in Word format along with your salary and availability.

Support Analyst with 2 Level Treasury Systems Support – FIS Integrity FIS Integrity -Treasury and Risk Management System Support Analyst with 2 Level experience. Our Client is in the process of implementing a global rollout of FIS Integrity Treasury and Risk Management System. You must have at least 1 to 4 years experience of working with and supporting FIS Treasury and Risk Management System Integrity. This is a 2 level implementation and support position. Operational Platform Monitoring & Treasury Process Assurance Ensures uninterrupted execution of Treasury‑critical processes and protection of daily cash positioning, payment execution, and cut‑off compliance. Monitor Treasury systems, interfaces, and scheduled jobs (EOD, SOD, intraday processes)  Oversee payment flows across SWIFT, API, EBICS, and bank platforms  Validate inbound data (bank statements, market data, trade feeds)  Execute operational runbooks for failed processes and controlled reprocessing  Perform daily checks and controls including cash position validation and transaction completeness Incident Management & Treasury Service Continuity Protects Treasury operations by restoring service rapidly when incidents threaten payments, liquidity visibility, or regulatory obligations.  Log, classify, and prioritise incidents in ServiceNow based on Treasury business impact  Perform structured triage and initial diagnosis  Resolve standard issues within SLA using approved knowledge base and runbooks  Escalate complex or cross‑system issues to L3 with full technical and business diagnostic context  Support major incident management processes and incident bridge calls Cash, Position & Exposure Data Integrity Ensures integrity of cash, position, risk, exposure, and hedge data used in Treasury decision‑making, external reporting, and audit processes.  Validate transaction, position, balance, and exposure data across Treasury systems  Identify and resolve discrepancies impacting liquidity confidence and risk accuracy Support reconciliation processes and ensure audit‑ready completeness of financial data Testing & Release Support with Treasury Assurance Ensures Treasury readiness and outcome protection for system changes and SaaS releases.  Support execution of business testing, UAT, and regression testing  Validate operational outputs resulting from system changes  Assist in business readiness checks prior to release or cutover Essential  2–5 years' experience in 1st / 2nd Line Treasury systems or financial systems support  Understanding of Treasury processes (payments, liquidity, settlements)  Experience with incident management and ITIL processes  Strong analytical and troubleshooting skills Desirable  Experience in FIS Integrity System  Basic SQL or data interrogation capability  Exposure to SWIFT, APIs, and integration technologies  Experience supporting UAT or testing cycles Qualifications  Degree in Finance, IT, or related discipline  ITIL Foundation (preferred) Experience with FIS Integrity or similar Treasury and Risk Management systems is highly desirable A proactive attitude and ability to adapt to a hybrid work environment This will be a hybrid role with 3 days in the office in Central London. The salary for this role will be in the range £60K - £80K. Do send your CV to us in Word format along with your salary and availability.

IT Support Analyst with 1 and 2 Level Treasury Systems Support – FIS Integrity FIS Integrity -Treasury and Risk Management System Support Analyst with 2 Level experience. Our Client is in the process of implementing a global rollout of FIS Integrity Treasury and Risk Management System. Must have at least 3 to 5 years experience at supporting 1st / 2nd Line Treasury systems or financial systems support The Client is ideally looking to recruit at least 1 years experience of working with and supporting FIS Treasury and Risk Management System FIS Integrity. This is a 2 level implementation and support position. Operational Platform Monitoring & Treasury Process Assurance Ensures uninterrupted execution of Treasury‑critical processes and protection of daily cash positioning, payment execution, and cut‑off compliance. Monitor Treasury systems, interfaces, and scheduled jobs (EOD, SOD, intraday processes)  Oversee payment flows across SWIFT, API, EBICS, and bank platforms  Validate inbound data (bank statements, market data, trade feeds)  Execute operational runbooks for failed processes and controlled reprocessing  Perform daily checks and controls including cash position validation and transaction completeness Incident Management & Treasury Service Continuity Protects Treasury operations by restoring service rapidly when incidents threaten payments, liquidity visibility, or regulatory obligations.  Log, classify, and prioritise incidents in ServiceNow based on Treasury business impact  Perform structured triage and initial diagnosis  Resolve standard issues within SLA using approved knowledge base and runbooks  Escalate complex or cross‑system issues to L3 with full technical and business diagnostic context  Support major incident management processes and incident bridge calls Cash, Position & Exposure Data Integrity Ensures integrity of cash, position, risk, exposure, and hedge data used in Treasury decision‑making, external reporting, and audit processes.  Validate transaction, position, balance, and exposure data across Treasury systems  Identify and resolve discrepancies impacting liquidity confidence and risk accuracy Support reconciliation processes and ensure audit‑ready completeness of financial data Testing & Release Support with Treasury Assurance Ensures Treasury readiness and outcome protection for system changes and SaaS releases.  Support execution of business testing, UAT, and regression testing  Validate operational outputs resulting from system changes  Assist in business readiness checks prior to release or cutover Essential  2–5 years' experience in 1st / 2nd Line Treasury systems or financial systems support  Understanding of Treasury processes (payments, liquidity, settlements)  Experience with incident management and ITIL processes  Strong analytical and troubleshooting skills Desirable  Experience in FIS Integrity System  Basic SQL or data interrogation capability  Exposure to SWIFT, APIs, and integration technologies  Experience supporting UAT or testing cycles Qualifications  Degree in Finance, IT, or related discipline  ITIL Foundation (preferred) Experience with FIS Integrity or similar Treasury and Risk Management systems is highly desirable A proactive attitude and ability to adapt to a hybrid work environment This will be a hybrid role with 3 days in the office in Central London. The salary for this role will be in the range £75K - £85K. Do send your CV to us in Word format along with your salary and availability.

Missions Recueillir et analyser les besoins métiers autour de la CMDB ServiceNow. Animer les ateliers avec les différentes parties prenantes (métiers, infrastructures, production, architecture, sécurité). Formaliser les expressions de besoins, user stories et spécifications fonctionnelles. Participer à la définition et à l'évolution du modèle de données CMDB. Accompagner la mise en qualité des données de configuration (CI). Assurer le suivi des exigences et la coordination entre les équipes métiers et techniques. Participer aux phases de recette, validation et mise en production. Contribuer à l'amélioration continue des processus ITIL liés à la CMDB (Incident, Change, Asset Management, Discovery, Service Mapping). Produire les reportings et indicateurs de suivi.