MONTREAL [Hybrid] - Incident & Problem Manager

As the founding entity of RAINBOW PARTNERS, QUANTEAM is a consulting firm specializing in the fields of Banking, Finance, and Financial Services. Guided by our core values of closeness, teamwork, diversity, and excellence, our team of 1,000 expert consultants, representing 35 different nationalities, collaborates across 10 international offices: Paris, Lyon, New York, Montreal, London, Brussels, Geneva, Lisbon, Porto and Casablanca.

We are looking for an Incident & Problem Manager to join one of our clients.

Context:

This role focuses on production quality management, with three main processes: Incident, Change, and Problem Management. The candidate will act as the primary point of contact for critical incidents, monitor SLAs, coordinate with local and global teams, and ensure adherence to production standards. The role also involves KPI monitoring, process improvement, and communication of best practices across teams.

Key Responsibilities:

• Serve as single point of contact for critical incident communication (P1/P2) to IT and Business teams.
• Coordinate technical and managerial calls, elevate incidents as needed.
• Lead crisis cells with managerial support.
• Structure and communicate incident resolution progress to stakeholders.
• Contribute to action plan definition and execution.
• Post Incident Reports (PIR):
• Centralize PIR drafting with contributions from application and technical stakeholders.
• Communicate PIR results to IT and business teams.
• Track tasks and ensure closure of all PIR action plans.
• Process Improvement:
• Continuously improve incident and problem management processes.
• Analyze metrics to identify trends and areas for improvement.
• Implement industry best practices to enhance resolution efficiency.
• Reporting:
• Generate regular reports on incidents, problems, trends, and performance.
• Present findings and improvement plans to management and stakeholders.
• Training & Documentation:
• Provide guidance and training to IT and relevant teams on Incident, Change, and Problem Management.
• Maintain comprehensive documentation of incidents, problems, and resolutions.
• Quality Control & Compliance:
• Pre-check changes to ensure higher change management quality.
• Perform quality audits as requested.
• Participate in regional coordination of major incidents.
• Ensure processes comply with internal and external regulations.
• Customer Focus:
• Minimize business impact and ensure customer-centric incident and problem resolution.
• Manage critical (Bridge Calls) incidents P1/P2/P3 to minimize downtime and business impact.
• Availability during off-hours/weekends for support coverage.
• Conduct root cause analysis and post-incident review reports.
• Lead weekly Incident & Problem Review meetings for quality and compliance checks.
• Act as SPOC for all Incident Management process updates.
• Provide refresher training and prepare for internal/external audits.
• Perform quality checks on priority incidents and publish dashboards.
• Conduct deep dive analysis on incident database to identify top recurring incidents and propose mitigations.
• Collaborate with Central (APAC) and Global (Paris) counterparts.
• Maintain Knowledge Articles and Known Error Database.
• Track and support 2% annual reduction of critical incidents.
• Languages: Fluent French required.
• Certifications: ITIL V4 preferred
• Technical: Incident Management, Problem Management, Change Management, ITSM tools, Production Applications, Infrastructure Monitoring, Murex, ProdSec, Telecom systems.
• Financial / Business: SLA monitoring, KPI tracking, coordination with BP2I, reporting to business and ops stakeholders.

Skills & Qualifications:

• Education: Bachelor’s degree or equivalent.
• Experience: Minimum 3 years.
• Behavioral Skills: Collaboration, teamwork, decision-making, results-driven, oral and written communication.
• Transversal Skills: Meeting facilitation, training delivery, analytical thinking, change support, mentoring and skill development of others.

Working Hours:

11 AM – 8 PM or 12 PM – 9 PM.