Operational Incident Manager

• 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.

• 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.

• competitive compensation & remuneration, including annual performance bonus;
• preventive healthcare plan, and group health & life insurance;
• wide range of flexible benefits within a monthly budget;
• office perks, wellbeing and mental health programs;
• various social benefits and bonuses for personal or family events;
• 9-to-5 workday & hybrid model with work-from-home;
• additional paid and unpaid time off, including Sabbatical leave;
• learning and growth opportunities based on individual development and career plans;
• unlimited access to various eLearning resources.

Societe Generale Global Solution Centre is a business solution center for Societe Generale, one of the largest European financial groups. We provide high-quality professional services for more than 35 countries in various fields of activity – Finance & Accounting, Human Resources, Information Technology, Know Your Customer, Compliance and Business Advisory. Our mission is to be a partner of choice, valued for owning, transforming and innovating through best in class talent.