Job Description: Manages user requests & incidents in a timely manner. Prioritizes User requests based on their urgency, their criticality and their context. Ensure all incidents investigation and follow-up in case of third-party / vendor involvement, communication and pushes for resolution including workaround identification. Ensures adequate and efficient communications toward users, senior management and other IT stakeholders during incident management process (major or minor). Ensures Daily support tasks. Ensures sanity checks are performed (morning, evening) and on-calls duty. Contributes to change requests, urgent data modifications and INTPRODs executions. Escalates issues if need be, but remains the main point of contact for the user. Pushes for sustainable resolutions and sustain knowledge management. In case of Incident, ensures root cause is properly identified and remediation actions defined and prioritized (Problem Management). Contributes to major incident reports and pos...