**Introduction** A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio **Your role and responsibilities** '- Administer incident management, while performing the escalations required to meet the high standards of an operations control center in terms of service levels and user service satisfaction - Coordinate problems by actively monitoring their progress in collaboration with the Company's team - Produce monthly dashboards including management indicators - Produce detailed monthly reports on incidents and problems, including by priority and work team - Produce a specific remediation plan for non-compliance with operational level agreements by work teams - Participate in or set up Problem Management Committee meetings - Produce follow-up reports for Problem Management Committees - Produce incident recurrence analysis reports - Write training material documentation - Monitor the flow of incoming incidents and the ability of support staff (levels 1 and 2) to resolve them in line with service level agreements - Proactively analyze the recurrence of the most frequent incidents in order to investigate and resolve the problem through root cause research or by documenting the procedure to be applied for a known error - Examine and prioritize problems - Measure and increase the effectiveness of the incident and problem management process, particularly in anticipating incidents - Formulate recommendations for improvement (processes, tools, operational follow-up) and monitor implementation - Identify the tools or solutions required to implement the incident and problem management system, and the processes supporting them · Deliverables - Monthly dashboard with management indicators - Detailed monthly report - Recovery plan - Problem Management Committee documentation - Problem management committee follow-up report - Analysis reports - Documentation of training materials - Documentation of the procedures manual. **Required technical and professional expertise** · Fluent in French language · 8 years IT experience · 4 years' experience in various areas of the SAP world · Over the past five (5) years, must have completed a minimum of 3 years as a consultant in incident and problem management, carrying out activities and deliverables previously listed for this profile, in organizations of comparable size to that of the Company. · Flexibility in working hours IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.