Incident and Problem Coordinator (IT Analyst)

Responsibilities

• Coordinate end-to-end major IT incident management, ensuring compliance with SLAs and established practices.
• Lead and structure incident response and crisis management teams, mobilizing stakeholders effectively.
• Communicate clear, factual, and audience-appropriate information throughout incidents at operational and management levels.
• Lead and structure problem management activities, including: Root Cause Analysis (RCA), coordination of corrective actions, follow‑up on action items to completion, and facilitation of post‑incident reviews to produce actionable improvements.
• Actively contribute to the reduction of recurring incidents and enhance overall service stability.
• Collaborate on the evolution and maturity of ITIL practices, participating in the optimization of processes, tools, and collaboration models.
• Serve as a point of reference for best practices in incident, problem, and major incident...