Incident Manager with French – Digital Workplace

BUCHAREST

ENGIE GBS Romania

Short Pitch

Digital Workplace (GBS IT) and ensure service quality for over 55,000 ENGIE users. As an Incident / Problem Manager, you will coordinate incident resolution, address recurring problems, manage major incidents, and accelerate AI-driven industrialization. ITIL, ServiceNow, and strong service orientation required. 

About GBS IT

GBS IT builds, deploys, and operates enterprise IT services for ENGIE worldwide. Its mission is to deliver sustainable and innovative IT solutions that support the energy transition

The Digital Workplace division provides high-performing and innovative digital solutions for ENGIE users, including workplace devices, telephony, collaborative tools (O365), printing, Service Desk, and proximity support

Within the Digital Workplace division, the SmartDesk department oversees IT support (remote helpdesk) operations across multiple countries, delivering standardized and industrialized services to over 55,000 users through an internationally scaled outsourcing contract.

Multiple initiatives are currently in progress to leverage AI technology for automating IT support functions and enhancing user experience, with the aim of global standardization

About the position

We are looking for an Incident/Problem Manager to ensure high-quality service, coordinate undocumented situations with key stakeholders and drive continuous improvement initiatives.

Reporting to the Service Delivery Manager, you will collaborate daily with the provider’s team to monitor and secure the service quality of first- and second-line support. You will join forces with Digital Workplace expertise teams, as well as GBS IT teams, to address complex incidents and problems.

As part of the SmartDesk team, you will also help drive the adoption of AI technologies to industrialize and automate IT support functions, shaping the future of Digital Workplace services at ENGIE.

• Key Performance Indicators (KPIs)

• SLA compliance rate
• Reduction of incident backlog
• User satisfaction score
• Number of recurring problems identified and resolved 

• Main Responsibilities

1) Incident Management

• Monitor and manage the incident backlog daily: prioritization, resolution timelines, follow-ups.
• Identify and engage the right stakeholders based on ticket nature; ensure effective coordination.
• Act as the central point of contact between provider teams and ENGIE IT experts.
• Document resolution steps and keep knowledge base and training materials up to date.
• Assess L1 eligibility and technical relevance of knowledge content. 

2) Major Incidents

• Collaborate with GCC to manage major incidents.
• Ensure communication between Service Desk and GCC and monitor resolution end-to-end. 

3) Problem Management

• Detect recurring issues and initiate problem management processes.
• Create and track problems in collaboration with SDMs and the Digital Workplace Workstation Expertise team; coordinate resolution.
• Communicate effectively on DW-related problems to stakeholders. 

4) Reporting & Analysis

• Produce and maintain incident reports (KPIs, SLA compliance, trend analysis).
• Challenge the accuracy of provider reports.
• Share insights and propose corrective actions or process improvements.
• Contribute to continuous improvement of SmartDesk operations and user experience. 

5) Proactivity & Innovation (AI)

• Demonstrate a proactive mindset: anticipate risks and act before escalation.
• Explore and promote AI/GenAI solutions to enhance detection and resolution. 

Candidate Profile

General Requirements

• 5–10 years of experience, ideally in IT support or operations environments. 

Languages

• English mandatory (B2–C1 written and spoken)
• French strongly recommended
• Nice-to-have: Spanish / Italian / German / Dutch / Portuguese 

Technical Skills

• ITIL knowledge/certification
• ServiceNow ITSM (Incidents, Requests, Knowledge, Problems)
• Data analysis & reporting: Excel / Power BI
• Strong knowledge of Workplace technologies: Active Directory, Intune, Entra ID, Windows, macOS
• Solid background in incident/problem management and continuous improvement
• Plus: Python, AI / GenAI
• Familiarity with Windows 10/11, O365, Teams 

Soft Skills

• Proven ability to coordinate multiple stakeholders across teams and providers
• Excellent communication and interpersonal skills
• Natural curiosity, willingness to understand and learn things
• Customer service orientation and results-driven mindset
• Analytical thinking, problem-solving, and pedagogical approach
• Collaboration, adaptability, stress resilience, and initiative
• Ability to adapt communication to the technical level of each stakeholder
• Experience in subcontractor management 

• Practical Information

• Location: Roumania / Bucarest / Engie GBS Office
• Contract type: Permanent
• On-call / working hours: [9H-18H] paris time
• Travel requirements: some business trip to Paris

Only candidates selected for interviews will be contacted.

If you decide to send us your personal information in order to apply for this position, please be aware of our job candidate GDPR Data Privacy Notice: https://www.engie.ro/wp-content/uploads/2022/09/ER_Nota-de-informare-Candidati.pdf.

ENGIE is an Equal Opportunity Employer. Our commitment is unwavering: we do not discriminate based on race, color, age, sex, religion or religious creed, national origin, marital status, gender expression, genetic information, sexual orientation, ancestry, mental or physical disability, military or veteran status, or any other characteristic protected by law.