Incident Manager

ScopeThe Incident Manager is responsible for the structured management of critical incidents according to EVS standards impacting customer systems or internal services related to our broadcast equipment and platforms. This role ensures consistent application of EVS standards (ITIL based) aligned incident and change management processes, while facilitating efficient resolution, clear communication, and root cause analysis. The ideal candidate will bring strong service management capabilities, excellent coordination skills, and an understanding of the technical landscape within broadcast manufacturing and customer delivery.Job DescriptionIncident Management (Primary Focus)Lead the response, restoration and resolution of major incidents (P1/P2), ensuring minimal disruption to customer operations and internal services.Coordinate cross-functional technical teams to ensure correct practices and best service.Ensure incidents are documented and managed in accordance with EVS best practices - including right prioritation, categorization, functional escalation, and closure.Act as the main point of contact for internal stakeholders on incident support practices.Maintain and improve the Incident Management process, KPIs, and reporting structure.Backlog control, with focus on long lasting incidents.Change Management SupportCollaborate and follow-up with support teams and development to review and assess change requests.Support implementation of a formal Change Advisory Board (CAB) process to ensure changes are reviewed, tested, and approved before deployment.Track change-related incidents to identify process gaps.Promote EVS best practices in change planning, rollback strategy, and stakeholder communication.Post-Incident Review and Continuous ImprovementDrive post-incident reviews (PIRs) with relevant teams, ensuring root causes are documented and corrective actions are assigned.Identify patterns and recurring issues to support Problem Management and long-term service reliability.Recommend enhancements to monitoring, support tools, and diagnostic workflows based on incident learnings.Provide regular reports to leadership on incident trends, system availability, and change impact.ProfileExperience & Skills:3+ years of experience in Incident Management, service delivery, or technical operations in a technology or broadcast-related company.Solid knowledge of the ITIL framework, particularly around Incident, Change, and Problem Management.Demonstrated experience in facilitating cross-functional technical investigations and decision-making under pressure.Strong understanding of support workflows, SLAs, escalation paths, and customer communications.Familiarity with technical systems such as broadcast automation, encoding/transcoding platforms, media asset management, or IP-based video workflows.Tools & Technologies:Experience using service management platforms (e.g., Jira Service Management, D365, or others).Working knowledge of monitoring and logging tools (e.g., Prometheus, Grafana, or similar).Comfort working in both on-premises and cloud environments (AWS, Azure).Experience in change control environments with CAB or RFC processes in place.Certifications (Preferred but not required):ITIL Foundation v4 (or higher).Soft SkillsOrganized who achieves high-quality deliverables, results-orientedGoal-oriented team player who communicates with and leverages peer knowledgeExcellent communication skills, written and verbalStress resistance; ability to manage crisis situations with grace and balance prioritiesAligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer SuccessLanguagesFluent in EnglishAny other language is an assetOfferBecoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance.EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobility.You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic and young team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.