Operational Incident Manager

17 hours ago

Bucharest, Bucureşti, Romania GCOO Full time 30,000 - 60,000 per year
  • A good level of English/French (B2/C1);
  • Ability to lead, train and motivate a team;
  • Ability to analyze a high volume of data to identify solutions while working in a high –pressure and fast-paced environment;
  • Strong leadership and decision-making skills to guide and manage the incident response team;
  • Autonomy, curiosity, pedagogy, openness to others, adaptability, interpersonal skills, proactivity, customer satisfaction orientation, excellent communication skills, ability to negotiate and understand issues (customers, business, organizational), sensitivity to operational risk ;
  • Proven problem-solving and analytical skills;
  • Ability to handle major incidents swiftly and judiciously
  • Team player and leader who can also work independently when needed.

Within the Société Générale Group, GTPS offers a complete and integrated range of services based on the expertise of Transaction Banking and Payments Services.

GFL is the flow management department within GTPS.

The Incident Coordination Unit (CCI) is a major cross-functional function within GFL's business lines, responsible for supporting operational teams in the management and communication of incidents in collaboration with different kind of partner as technical control towers, Buiness Lines but also transversal department like Risk and compliance teams.The service also has a role of guarantor and optimization of processes to constantly improve the proper routing of flows through the Information System

What you will do:

  • Lead the incident management process and oversee team members involved in resolving incidents;
  • Be the spokesperson for the GTPS professions during production instances;
  • Guarantees knowledge of and compliance with incident management processes (Collaborate with the incident management team so all protocols are diligently followed);
  • Ensures that GFL's needs for the incident system are reported ;
  • Establish a privileged link with GTB business lines to fully understand their needs;
  • Identify and implement actions that will mark an improvement in the perception of incidents
  • Work in strong collaboration with GBSU to inform the customer vision at the heart of incident processes ;
  • GFL Incident Manager is the entry point both from the point of view of change and its operational implementation ;
  • Produce documents outlining incident protocols ;
  • Prioritize incidents according to their urgency and fluence in the business;
  • Provide support and functional leadership to team collaborators on the processes and change management;
  • Detect needs on behalf of GFL regarding stability and robustness and ensure their monitoring by the technical teams ;
  • Communicate with upper management if a major impact for the client are highlighted;
  • Interact with users who open IT support tickets throughout the incident lifecycle , from initial impact assessment to follow up after the incident is closed ;
  • Log all incidents and their resolution to identify and prevent recurring malfunctions;
  • Manage and coach a team of  4 Incident Admin members.

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