ITIL Incident Management Associate Service Lead

Company Description

About Sopra Steria
Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.

Job Description

Incident Manager - Own and coordinate the end-to-end incident management process to restore business services as quickly as possible, minimize business impact, and ensure effective communication and escalation during critical incidents

Experience

1. 5+ years in IT Operations, Service Management, Production Support, or Application Support.
2. 2+ years managing Major/Critical Incidents in complex enterprise environments.
3. Experience with tools such as ServiceNow, Jira, Confluence, Monitoring Platforms (Centreon, Dynatrace, etc.) preferred
4. Experience coordinating cross-functional teams across infrastructure, applications, security, and business stakeholders.

Technical Skills

1. Incident Management
2. Major Incident Handling
3. Problem Management
4. Change Management
5. SLA & KPI Management
6. Monitoring and Alerting Platforms
7. IT Service Management (ITSM)
8. Disaster Recovery & Business Continuity awareness

Soft Skills

1. Strong leadership during crisis situations
2. Excellent verbal and written communication
3. Stakeholder management
4. Decision-making under pressure
5. Conflict resolution
6. Facilitation of technical and business discussions
7. Strong organizational and coordination skills

Total Experience Expected: 06-08 years

Qualifications

1. Bachelor's degree in Information Technology, Computer Science, Engineering
2. ITIL Foundation certification (mandatory/preferred).
3. ITIL Incident Management, Problem Management, or Service Operations certifications are advantageous.

Additional Information

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.