Incident and Problem Manager

Thales
Bucharest
Workplace: HybridFull timeFunction: Communications, PR & CommunitySkills: ["Stakeholder communication","Presentation","Client interaction","Cross-functional leadership","Operational excellence"]

Own and continuously improve the Incident Management process, ensuring SLA targets are met and service restoration is seamless. Lead onboarding and IT service transfer for client accounts, audit incident tickets, and resolve ticket anomalies. Coordinate Major Incident war rooms and 24x7 resolution bridge calls, maintain accurate stakeholder communications, and drive root cause analysis and post-incident lessons learned. Lead Problem Management by analyzing trends to prevent recurrence, using ITIL/ITSM practices.

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FursaFursa
Thales
Thales
20 hours ago

Incident and Problem Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Own and continuously improve the Incident Management process, ensuring SLA targets are met and service restoration is seamless. Lead onboarding and IT service transfer for client accounts, audit incident tickets, and resolve ticket anomalies. Coordinate Major Incident war rooms and 24x7 resolution bridge calls, maintain accurate stakeholder communications, and drive root cause analysis and post-incident lessons learned. Lead Problem Management by analyzing trends to prevent recurrence, using ITIL/ITSM practices.
Location: Bucharest
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •End-to-end ownership of the Incident Management process, ensuring seamless service restoration and continuous process improvement.
  • •Lead and coordinate Incident Management teams in BAU to deliver timely incident resolution and operational excellence.
  • •Run Major Incident war rooms and bridge calls, maintaining 24x7 coverage and accurate stakeholder communications.
  • •Manage action plans and backup strategies during major incidents to maintain SLA compliance.
  • •Lead Problem Management by analyzing incident trends and driving root cause analysis to prevent recurrence.

Key Requirements

  • •Own and continuously improve Incident Management to achieve SLA targets and reduce backlog.
  • •Lead onboarding and IT service transfer activities so clients adopt Incident Management practices smoothly.
  • •Conduct audits on incident tickets and investigate anomalies (e.g., bouncing/escalated tickets) to resolve bottlenecks.
  • •Strong hands-on experience in Incident, Major Incident, and Problem Management in a Business-As-Usual (BAU) environment.
  • •ITIL Foundation (or higher) certification preferred and proven track record in incident and major incident management roles.
Skills:Stakeholder communicationPresentationClient interactionCross-functional leadershipOperational excellence
Certifications:ITIL Foundation
Tech Stack:Incident ManagementMajor Incident ManagementProblem ManagementITILITSMSLARCAWar roomsResolution bridge callsTicket auditing

Company Brief

Thales
Designs and delivers advanced systems and services for aerospace, defence, security, and digital identity and cybersecurity markets, serving government and commercial customers worldwide.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 2000
WebsiteLinkedIn