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 satisfactionCoordinate problems by actively monitoring their progress in collaboration with the Company's teamProduce monthly dashboards including management indicatorsProduce detailed monthly reports on incidents and problems, including by priority and work teamProduce a specific remediation plan for non-compliance with operational level agreements by work teamsParticipate in or set up Problem Management Committee meetingsProduce follow-up reports for Problem Management CommitteesProduce incident recurrence analysis reportsWrite training material documentationMonitor the flow of incoming incidents and the ability of support staff (levels 1 and 2) to resolve them in line with service level agreementsProactively 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 errorExamine and prioritize problemsMeasure and increase the effectiveness of the incident and problem management process, particularly in anticipating incidentsFormulate recommendations for improvement (processes, tools, operational follow-up) and monitor implementationIdentify the tools or solutions required to implement the incident and problem management system, and the processes supporting them