Incident Manager – Practice Manager

Operational Management & Incident Handling

• Ensure daily follow-up and coordination of incidents in line with SLA targets

• Support and coordinate major incident handling and operational communication

• Organise and document Post-Incident Reviews (PIRs)

• Identify recurring incidents and propose corrective actions

• Ensure appropriate escalation of incidents according to severity, business impact and SLA requirements

• Ensure accuracy, quality, and traceability of ServiceNow records

Event & Monitoring Management

• Monitor alerts and ensure timely and effective response

• Improve monitoring relevance by reducing noise and refining thresholds

• Collaborate with technical teams to enhance proactive detection and prevention

• Contribute to defining and maintaining service health indicators

Continuous Improvement & ITIL Practices

• Apply ITIL best practices related to Incident and Event Management

• Maintain operational procedures, runbooks, and knowledge documentation

• Track improvement actions resulting from incident analysis and PIRs

• Support continuous improvement initiatives to increase service reliability

Reporting & Coordination

• Produce operational reports and performance indicators against agreed SLAs, OLAs and KPIs

• Analyse incident trends and highlight operational risks

• Work closely with the senior Practice Manager on structural improvements

Experience

• 3–6 years of experience in IT Operations, L2/L3 support, or IT Service Management

• Practical experience managing incidents in production environments

• Good understanding of ITIL practices, especially Incident Management

• Experience with ITSM and monitoring tools

• Experience in structured or regulated environments is an advantage

Key Competencies

• Strong analytical and problem-solving skills

• Excellent leadership, communication, and stakeholder management abilities.

• Autonomous, structured, and pragmatic mindset

• Ability to prioritise and perform under pressure

• Clear communication with technical and business stakeholders

• Continuous improvement mindset

• Fluency in English & French (both written and spoken)

• ITIL foundation certification mandatory, higher ITIL certifications as an asset

• An attractive salary package
• A good work-life balance environment
• The assurance of working in cutting-edge technologies in an entrepreneurial spirit.
• The opportunity to develop your skills thanks to tailor-made training courses according to your needs
• A good job in a friendly place

If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, don't wait anymore and join Cronos!