Local Process Owner – Incident Management

RESPONSIBILITIES

Incident Process Ownership (Local Scope – France)

• Ensure the Incident Management process is properly implemented and adopted at the French data center(s).

• Act as the primary point of contact and subject matter expert (SME) for Incident Management in France.

• Ensure the alignment of local processes with global Incident Management policies and best practices.

• Provide regular reports on process performance, efficiency, and incident resolution outcomes.

• Gather and analyze data from past incidents to identify trends, propose process enhancements, and drive operational excellence.

• Participate in Incident Management Business Reviews, sharing learnings and improvements.

Process Improvement & Compliance

• Define and update local policies related to Incident Management in coordination with the GPO.

• Ensure the compliance of incident management procedures with ISO certifications (9001, 14001, 45001, 50001, 27001, etc.).

• Work with the local Operations Directors to implement improvement plans addressing process inefficiencies.

• Support the development and enforcement of incident escalation procedures.

• Provide insights on industry trends and benchmarking data to keep the local process aligned with best practices.

Operational Support & Stakeholder Management

• Collaborate with local and global teams to ensure seamless execution of the incident process.

• Coordinate with IT teams to ensure proper tool maintenance and application support.

• Act as the liaison between local operational teams and senior leadership, ensuring clear communication of incident management priorities and progress.

• Support the implementation of incident response tools and technologies.

REQUIREMENTS

Education & Experience

• 5+ years of experience in a similar role or within mission-critical operations (e.g., data centers, energy, military, aerospace, nuclear, etc.).

• Strong background in Incident Management, incident resolution, and learning from operational incidents.

• Bachelor’s degree in Electrical, Mechanical, or Energy Engineering (or equivalent experience).

• Fluent in French and English (B2/C1 level).

Technical Skills

Required:

• Experience in managing complex systems and high-availability infrastructures.

• Knowledge of incident tracking tools such as JIRA, Proxima, or Remedy.

• Strong ability in KPI analysis and performance measurement.

Soft Skills

• Strong communication skills (email, phone, face-to-face meetings).

• Ability to convey strategic ideas through written documentation.

• Capability to build trusting relationships with peers and senior leadership.
• Strategic thinking with the ability to develop long-term process improvement plans.