The Practice Manager is responsible for the day-to-day execution and continuous improvement of ITIL practices, with this role focusing in particular to Incident Management and Event & Monitoring Management.
Working within the wider Practice department and in collaboration with the relevant Practice Owners, the role defines, maintains, and continuously improve Incident Management and Event Management processes. The role is expected to ensure the effective application of these processes, contributing to service stability, operational efficiency, and improved service reliability.
This role is operational and improvement-focused.
Responsibilities
- Operational management & Incident handling:
- Ensure daily follow-up and coordination of incidents in line with SLA targets
- Support and coordinate major incident handling and operational communication
- Organise and document Post-Incident Reviews (Pirs)
- Identify recurring incidents and propose corrective actions
- Ensure appropriate escalation of incidents according to severity, business impact and SLA requirements
- Ensure accuracy, quality, and traceability of ServiceNow records
- Event & monitoring management:
- Monitor alerts and ensure timely and effective response
- Improve monitoring relevance by reducing noise and refining thresholds
- Collaborate with technical teams to enhance proactive detection and prevention
- Contribute to defining and maintaining service health indicators
- Continuous improvement & ITIL practices:
- Apply ITIL best practices related to Incident and Event Management
- Maintain operational procedures, runbooks, and knowledge documentation
- Track improvement actions resulting from incident analysis and Pirs
- Support continuous improvement initiatives to increase service reliability
- Reporting & coordination:
- Produce operational reports and performance indicators against agreed SLAs, OLAs and KPIs
- Analyse incident trends and highlight operational risks
- Work closely with the senior Practice Manager on structural improvements
Required profile
- Experience:
- 3-6 years of experience in IT Operations, L2/L3 support, or IT Service Management
- Practical experience managing incidents in production environments
- Good understanding of ITIL practices, especially Incident Management
- Experience with ITSM and monitoring tools
- Experience in structured or regulated environments is an advantage
- Key competencies:
- Strong analytical and problem-solving skills
- Excellent leadership, communication, and stakeholder management abilities.
- Autonomous, structured, and pragmatic mindset
- Ability to prioritise and perform under pressure
- Clear communication with technical and business stakeholders
- Continuous improvement mindset
- Fluency in English & French (both written and spoken)
- ITIL foundation certification mandatory, higher ITIL certifications as an asset
What the company offers
We'll propose you:
- An attractive salary package
- A good work-life balance environment
- The assurance of working in cutting-edge technologies in an entrepreneurial spirit.
- The opportunity to develop your skills thanks to tailor-made training courses according to your needs
- A good job in a friendly place
If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, don't wait anymore and join Cronos!