IBM Incident Management Consultant w French language skills 

Egypt, Cairo, Cairo 

9400401

• Administer incident management, while performing the escalations required to meet the high standards of an operations control center in terms of service levels and user service satisfaction
• Coordinate problems by actively monitoring their progress in collaboration with the Company’s team
• Produce monthly dashboards including management indicators
• Produce detailed monthly reports on incidents and problems, including by priority and work team
• Produce a specific remediation plan for non-compliance with operational level agreements by work teams
• Participate in or set up Problem Management Committee meetings
• Produce follow-up reports for Problem Management Committees
• Produce incident recurrence analysis reports
• Write training material documentation
• Monitor the flow of incoming incidents and the ability of support staff (levels 1 and 2) to resolve them in line with service level agreements
• Proactively analyze the recurrence of the most frequent incidents in order to investigate and resolve the problem through root cause research or by documenting the procedure to be applied for a known error
• Examine and prioritize problems
• Measure and increase the effectiveness of the incident and problem management process, particularly in anticipating incidents
• Formulate recommendations for improvement (processes, tools, operational follow-up) and monitor implementation
• Identify the tools or solutions required to implement the incident and problem management system, and the processes supporting them

Required Technical and Professional Expertise

• 8 years IT experience
• 4 years’ experience in various areas of the SAP world
• Over the past five years, have completed a minimum of 880 person-days in a maximum of five mandates as a Consultant in Incident and problem management

Relevant certifications in Project Management/ Incident Management