Problem Manager
vor 24 Stunden
A career at the Lombard Odier Group is something to be proud of. Our mission is to protect and grow our clients’ wealth - but not by any means necessary. Sustainability is at the heart of everything we do and we treat our clients’ wealth as if it were our own. We protect our clients’ assets for the long-term using expertise and innovation, all underpinned by our Rethink Everything philosophy. Our colleagues are the foundation of our success. We employ people at different life stages, from graduates to executive level leaders. The one thing they all have in common is that they seek to challenge the status quo, are imaginative and have the ability to offer a fresh perspective.
Le ou la Problem manager joue un rôle clé au sein de l’IT, dans la prévention et la réduction du nombre des incidents.
Au sein de l’équipe Availability en charge de l’Incident Management et du Problem Management de Test et de Production et répartie entre Luxembourg et Genève vous assurez les responsabilités clés du Problem Management.
VOS MISSIONS:
Le ou la Problem manager identifie, priorise, assigne les Problèmes à analyser et résoudre et gère le backlog des Problèmes sur l’ensemble de leur cycle de vie. Ses 3 activités principales sont:
- Analyse des problèmes et coordination : Votre connaissance des systèmes informatiques vous permet d’analyser les incidents et les problèmes sous-jacents. Vous identifiez les expertises requises pour le diagnostic et la résolution, et coordonnez l’action des intervenants dans la gestion des problèmes. Vous dialoguez en continu avec les parties prenantes pour l’amélioration des processus.- Vision stratégique et communication : vous développez une vision globale du backlog de Problème et faites le lien entre les problématiques, pour l’amélioration continue de la plateforme. Vous communiquez les sujets prioritaires, le statut d’avancement des Problèmes et les progrès réalisés.- La gestion de la connaissance et de l’information : vous vous assurez de la qualité et de la disponibilité de l’information dans l’outil de gestion de problème (Service Now). Vous formez les parties prenantes à la résolution de problème et à l’utilisation de l’outil.
Relations internes et externes- Contacts internes: toutes les équipes (du niveau 1 a niveau 3) susceptibles d’intervenir dans la gestion de problèmes- Contacts externes: représentant des Clients BPO
Systèmes utilisés- Service Now- Outils Office
VOTRE PROFIL:
- Informatique Bac + 4 minimum ou équivalent- Minimum 5 ans d’expérience dans un département informatique (Production, développement..), avec une exposition à des Systèmes d’information complexes et/ ou variés.- Connaissance des Systèmes Informatiques d’entreprise- ITIL V3 ou V4- Excellentes compétences en Résolution de problème : capacité à analyser un incident, définir la problématique, décomposer et suivre les étapes de résolution du problème.- Excellentes compétences en Techniques d'animation et de communication : coordination et médiation des équipe techniques intervenant sur les problèmes, prise de décision, animation de réunion, rédaction de rapports techniques en anglais- Des expériences sur Service Now, Java, Corba, Openshift ou des métiers bancaires seront des atoûts important- Ténacité alliée à la capacité à prendre du recul- Rigueur et méthode- Esprit d’équipe et sens du service- Curiosité et recherche permanente de l’amélioration, collective et personnelle- Français bilingue et anglais technique courant à l’écrit et à l’oral- Domicile en Suisse ou volonté de s'y relocaliser.
If you recognise yourself in this description, then please do apply. We look forward to hearing from you.
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