Support Manager

Context:

• VPTI Objective
  
• Reduce the number of incidents
  
• Ensure operational stability and performance
  
• Accelerate and improve incident handling
  
• Improve incident resolution efficiency by fostering coordination among stakeholders
  
• Strengthen and improve follow-up and escalations with IFDS
  
• Be more proactive; challenge incidents root causes and action plans
  
  

Requirements:

Incident Lead (iA and IFDS)

• Must demonstrate strong leadership
  
• Must possess a continuous improvement mindset
  
• Must be autonomous and proactive in identifying and implementing processes
  
• Excellent coordination skills
  
• Demonstrates initiative organization and a strong sense of priority to orchestrate multiple simultaneous actions
  
• Analytical skills to investigate complex technical issues identify root causes and find appropriate solutions leveraging technical experts when necessary
  
• Excellent understanding of IT systems and applications
  
• Knowledge of support tiers (L1/L2) and ITIL best practices regarding incident and problem management
  
• Clear and effective communicator in French capable of simplifying technical issues for non-technical stakeholders
  
  

Requirements

Tasks:

Planning and Governance

• Monitoring IT Support Performance Indicators: Define implement and monitor IT support performance indicators within the Savings sector.
  
• Support for Indicator Implementation: Collaborate with teams to implement performance indicators within the Savings ecosystem.
  
• Responsibility for IT Support Performance: Be accountable for the overall performance of IT support within the Savings ecosystem.
  
• On-Call Schedule Management: Develop and maintain the schedule for on-call resources based on required expertise.
  

Monitoring and Detection

• Analysis of IT Incident Statistics: Analyze IT incidents to identify trends and recommend corrective actions.
  
• Monitoring of Vendor Major Incident Reports: Verify the quality of major incident reports submitted by vendors and ensure compliance with action plans.
  
• Receipt and Validation of Incident Reports: Ensure the timely receipt of well-documented incident reports.
  

Response and Coordination

• Facilitation of Daily Coordination Meeting: Lead the daily IT Support meeting for the Savings sector and ensure follow-up on ongoing incidents.
  
• Monitoring of PRB Incidents: Participate in PRB meetings and rigorously document cases in collaboration with designated leads.
  
• Monitoring of Open or Uninitiated PRBs: Ensure follow-up on ongoing PRBs and participate in coordination meetings with the steering committee.
  
• Representation of the Savings Sector in Committees: Represent the Savings sector in various committees and ensure visibility regarding incidents and requests.
  
• Monitoring of Critical Bugs (P1 and P2): Lead the analysis of critical bugs and ensure follow-up on corrective actions.
  

Analysis and Continuous Improvement

• Recommendation of Improvements to Reduce Incidents: Identify and recommend improvements to decrease the frequency and impact of IT incidents.
  
• Prioritization of Improvements: Distinguish "quick wins" from strategic improvements requiring prioritization in consultation with the Stability Domain Architect (DA-Stabilité).
  
• Recommendation of Priority PRBs: Propose priority PRBs to the Stability Sector Architect (SA-Stabilité) for inclusion in delivery plans.
  
• Critical Evaluation of Root Cause Analyses: Critically review vendor analyses and action plans to ensure their rigor and thoroughness.