Incident Manager

Join to apply for the Incident Manager role at Extia. Extia is an engineering consultancy that combines well‑being and performance at work. With more than 3, 000 employees across 22 agencies in France and abroad, it has been named a 1st Great Place To Work® in France and has a turnover of 160 million euros.

Context

The IT Incident Manager is responsible for managing the lifecycle of all incidents within the organization, ensuring that they are resolved in a timely manner and that service disruptions are minimized. This role involves coordinating with various IT teams, maintaining communication with stakeholders, and implementing best practices for incident management.

Key Responsibilities

• Oversee the incident management process, ensuring timely logging, prioritization, and resolution.
• Serve as primary liaison for incident communications with stakeholders.
• Collaborate with IT teams to diagnose issues, conduct root cause analysis, and implement corrective actions.
• Monitor incident trends, prepare reports, and identify opportunities to improve response processes.
• Maintain incident management documentation, policies, and knowledge base articles.
• Conduct training on incident management best practices and tools.
• Participate in post‑incident reviews and manage escalations for high‑impact incidents.
• Ensure compliance with ITIL and relevant frameworks while fostering continuous improvement.

Qualifications

• Bachelor’s degree in information technology, computer science, or a related field.
• Minimum of 5 years of experience in IT service management with a focus on incident management.
• Strong understanding of ITIL principles and practices.
• Familiarity with incident management tools and software like Service
  Now.
• ITIL certification is preferred.
• Advanced Excel and Power
  BI skills.
• Python or any coding experience.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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