Process and Incident Manager
Free-Work
Job Overview
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Job Description
Operational and Process Management
Ensure the effective, consistent, and controlled execution of operations within the defined scope. Provide transversal leadership for technical teams, without direct hierarchical links. Define, maintain, and evolve ITSM processes, with a strong focus on incident and problem management processes. Monitor operational performance using relevant KPIs (service quality, stability, deadlines, recurrence). Identify operational risks, friction points, and opportunities for improvement.
Incident Management & Major Incident Handling (Crisis Management)
Act as the incident management referent for the scope. Lead the management of major incidents, including:
- Coordination of stakeholders
- Arbitration and prioritization
- Decision-making in a crisis context
Intervene in high-stakes situations, requiring composure, method, and reactivity. Guarantee clear, structured, and factual communication to stakeholders (technical teams, management, client). Structure and improve processes for incident detection, qualification, and escalation.
Problem Management, Prevention, and Reliability
Analyze recurring incidents and on-call requests. Lead or contribute to root cause analyses (RCA / post-mortem). Define, monitor, and challenge corrective and preventive action plans. Contribute to the lasting improvement of environment stability and reliability.
Operational Innovation & Next Gen Environments
Drive operational innovation dynamics focused on efficiency and industrialization. Identify and promote the use of automation and AI in operations (AIOps, auto-remediation, intelligent correlation, prediction). Contribute to the implementation of modern observability chains (logs, metrics, traces). Challenge existing tools and practices to reduce alerting noise and improve MTTR. Work in conjunction with technical teams on cloud, DevOps, SRE, and security topics.
Continuous Improvement & Change Management
Design and deploy robust, pragmatic, and field-oriented ITSM processes. Support teams in the adoption of new processes and tools. Measure the impact of implemented changes. Be proactive in proposing evolutions to operational modes.
Candidate Profile
Confirmed experience of at least 5 years in:
- IT operational management
- Transversal leadership of technical teams
- Major incident management and crisis situations in a critical environment
Mastery of ITSM processes, particularly incident and problem management. Good technical culture enabling understanding and challenging complex environments. Strong interest in next-gen technologies: cloud, automation, AI, observability. Recognized abilities in coordination, communication, decision-making, and stress management.
Key skills/competency
- ITSM
- Incident Management
- Problem Management
- Crisis Management
- Operational Leadership
- Transversal Team Leadership
- Cloud
- DevOps
- SRE
- AIOps
- Automation
- AI
- Observability
- KPI Monitoring
- Root Cause Analysis
How to Get Hired at Free-Work
- Research Free-Work's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Customize your Process and Incident Manager resume to highlight ITSM, incident/problem management, and operational leadership.
- Showcase crisis management skills: Prepare to share specific examples of how you've handled major incidents and high-stakes situations.
- Emphasize technical acumen: Demonstrate your understanding of cloud, DevOps, SRE, AIOps, and modern observability practices.
- Prepare for behavioral interviews: Practice articulating your coordination, communication, decision-making, and stress management abilities.
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