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KERING TECHNOLOGIES - EUS Major Incident Manager

Kering - Regular
Paris - France

Job Family Group Description - Information Technology: Gathers jobs providing support to the business through IT services and expertise. Includes fields such as IT business solutions, data and infrastructure management and systems infrastructure. Job Family Description -End-User Support: Provides end-user computing support services. Has technical expertise in end-user computing activities and in-depth knowledge of hardware, software, and user requirements. Keeps the infrastructure available: computers, networks, and telecommunications. Increases efficiency and effectiveness of information flow, working closely with users.


The EUS Major Incident Manager is responsible of actively managing and preventing real time Business Critical Outages within Kering Technologies worldwide (3 regions EMEAI, AMER and APAC)


  • Responsible and accountable for the implementation and ownership of the Global Major Incident process.
  • Responsible for the oversight of all major incident escalations from initiation to resolution
  • Manage the Root Cause Analysis investigations with key and business stakeholders.
  • Conduct workflow and business process analysis while identifying root cause
  • Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
  • Responsible for all End User and IT communications during a major system outage, ensuring IT management and the business are kept updated through incident resolution.
  • Coordinate, manage, and record chronological order of events during incident management conference calls.
  • Update the incident reporting systems with resolution information, liaise with Problem Management team on detection of potential trends; driving down repeated, service impacting failures.
  • Collect and analyze process data to initiate, develop and recommend business practices and procedures that focus on enhanced incident reduction, increased productivity, and reduced support cost.
  • Establish technical & business war rooms as required.
  • Continuous improvement of the overall major incident process and communication.
  • Strong link with key stakeholders (Change/Problem/Knowledge/Project manager)


  • Experience of working in a international IT Service Management
  • Excellent Major Incident and Problem Management skills
  • Root Cause Analysis skills
  • High competence in delivering oral and written communications
  • Expert in the preparation of process and procedure documentation
  • Ability to adapt leadership style to match various audience levels
  • Work under high pressure to deliver agreed upon deadlines
  • Ability to influence process and recommend direction to peers and managers
  • ITILV3 Certification
  • Experience working with ServiceNow and other ITSM tools
  • 3 years experience within crisis management and major incident management
  • Strong Customer Centric skills
  • Good level of written and spoken English

Kering is committed to building a diverse workforce.
We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background

  • Full time
  • Europe
  • France

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