Remote Major Incident & Problem Manager (M/F/X) Job at AccorCorpo

Company Description

Leading the hospitality revolution, Accor is more than a hotel group. With luxury to economy, homestays to resorts, we are a holistic ecosystem of 40 brands in 110 countries, Talent and Solutions, ready to engage with the future’s endless possibilities. Accor has an offer to bring new life to the way you live, work, play and do business with a personalized guest experience.

Accor Tech is a leading hospitality technology employer, headquartered in Paris, and operating across the world. Our global #OneTechTeam works to simplify and accelerate technology for Accor’s hospitality businesses. We focus on the needs of owners, hotel managers and our Accor colleagues and we remain committed to leading technology innovation in our industry. We are accelerating our Move to Cloud strategy to support our fast-changing environment and execute on our overall strategy.

Job Description

You have the responsibility to prevent incidents from happening as well as minimising the impact of incidents that can’t be prevented. The problem manager identifies, prioritises and assigns responsibility for problems and then manages them through the entire process to solution with the objective to avoid repetitive problems occurring and to reduce the number of incidents raised on the mid- and long term.

Your mission :

• The Problem Manager is responsible for coordinating all aspects of problem diagnosis and resolution, to integrate the subject matter experts to engage on a problem

• Maintains an overview of the problem queue, updating status and keeping the affected stakeholder informed of progress.

• Manages and facilitates High Profile problem investigations and remediation activities across Domain / Service Owners (and subsequence problem management)

• Reviewing incident data to analyse assigned problems

• Analysing problems for correct prioritisation and classification

• Investigating assigned problems through to resolution or root cause

• Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors

• Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents

• Alerting management on obstructions in the Problem Management process

• Updating the KEDB with new or updated known errors and workarounds

• Assisting with the handling of major incidents and identifying their root causes

• Leveraging technology to issue all communications and providing key stakeholder management

• Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls such as Crisis calls and War Rooms

• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution

• Being accountable for resolving the outage via workaround or permanent fix

• Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews

• Supporting and nurturing process improvements and knowledge base improvements

• Continually maintaining and developing tools and resources to manage major incidents effectively

Qualifications

Your profil :

• Bachelor or Master computer sciences
• +5 years experience in ITSM – Support Management or Service Delivery Management
• Experience in hotel industry
• Process Management based on ITIL4 framework

Skills :

• Accor Tech ecosystem knowledge
• Fluently English/French speaking (leading international crisis calls)
• Inspired leader with a teamwork approach
• Strong communication & negotiation skills
• Strong organizational skills
• Analytical skills
• ITIL v4 Foundation or +

Additional Information

Why work at Accor ? We are much more than a global leader. We welcome you as you are, allowing you to find the job and brand that matches your personality. Do what you love, take care of the world around you, dare to challenge the status quo! #BELIMITLESS

Discover the life awaiting you at Accor, https://careers.accor.com/.

What benefits does Accor offer its employees? Accor offers a unique working experience to its employees where excellence goes hand in hand with kindness!

Accor employee benefits include: A real work-life balance:

• Remote work: up to 12 days of remote work per month depending on team rituals. Provision of an equipment package and daily allowances provided.

• For autonomous executives (non-managers): A 216-day package, granting up to 12 days off per year depending on the years.

• Work Everywhere: personal access offered to over 500 Coworking spaces, many within our hotels. Also an opportunity to meet our hotel staff!

• ALL Heartists Program: benefits, stays, and unforgettable experiences in all our Accor addresses worldwide. Over 70 partners spread across different domains (Travel, Gourmet, Well-being and Sports, etc.) to satisfy all your desires.

• And at our Issy les Moulineaux site: unlimited coffee, company restaurant with gourmet and quality services, fitness room, company concierge. Attractive financial benefits:

• Group profit-sharing and participation, with company contributions if payments are made into PEEG/PERCOL

• Sustainable Mobility Allowance of up to €700/year paid to employees using green modes of transportation, a 75% coverage of Pass NAVIGO

• An Employee Works Council (CSE) that supports you in financing your activities: Culture, vacations, sports, Christmas, family events… Not to forget, support throughout your career within the Group:

• Learning & development: Talent management at the heart of our HR strategy & an excellent training catalog, opening up numerous opportunities for intra-sector and international mobility.

• A referral program of €1500 gross, to reward your participation in recruiting qualified profiles.

We are committed to Diversity & Inclusion: Diversity & Inclusion for Accor means welcoming everyone in respect of their differences by prioritizing only qualities and skills.

Our ambition is to develop employment, offer better hospitality, provide excellent working conditions, and promote the advancement of all employees, especially those with disabilities.

Please feel free to let us know about any specific needs so that we can take them into account.

#accortech