Incident Manager with French – Digital Workplace

BUCHAREST

ENGIE GBS Romania

One of the world's leading energy companies, ENGIE is present across the entire energy chain, in electricity and natural gas, from upstream to downstream. By placing responsible growth at the heart of its businesses (energy, energy services and the environment), its mission is to meet major challenges: meeting energy needs, ensuring security of supply, combating climate change, and optimising the use of resources.

GBS is part of ENGIE, partnering with the support functions for the ENGIE's Business Units and Corporate. It currently has 7 Business Support functions: purchasing, consulting, finance, real estate and logistics, legal, human Resources, information systems. By 2025, GBS is ENGIE's "transition maker" for support function excellence. Amplifying ENGIE's net zero mission, we provide a competitive edge through efficient operations, strategic resource allocation, and pioneering in culture and technology.

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.

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.

What you will do:

• Incident and Request management on multiple services (workplace, mobility, printing)
• Preparation and delivery of end-user equipment (laptops, smartphones, tablets, accessories)

Responsibilities:

• 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
• 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 Digital Workplace related problems to stakeholders
• 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
• Demonstrate a proactive mindset: anticipate risks and act before escalation
• Explore and promote AI/GenAI solutions to enhance detection and resolution

Desired education, expertise, and skills: 

• 5–10 years of experience, ideally in IT support or operations environments
• English mandatory (B2–C1 written and spoken)
• French strongly recommended (but not mandatory) 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
• Occasional visits to Paris

Benefits:

• • Private health insurance for you and your family;;
  • Meal tickets;
  • Work-life balance;
  • Annual extended holiday entitlement, depending on the length of employment;

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.