Title:

Support / Incident Manager

Location:

Brussels

Description:

Within the Service Support of the System Management team, the Incident Manager will be charged to :

• Analyse, implement and maintain the incident management process according to the ITIL norms.
• Analyse, implement and maintain trends and statistics tools in collaboration with the Service Manager and in respect of SLA targets. Provide reporting based on KPI.
• Manage and support all service incidents either personally or via the Service Desk, through to successful completion and user satisfaction.
• Detect possible problem and escalate them to the Problem Manager.
• Provide recommendations to the Service Manager for service improvement.
• He/She will report to the Service Support Manager

Responsibilities:

• Quickly determine the severity of the Major Incident both in terms of business impact as well as technical complexity.
• Assess and ensure that all appropriate groups are working on resolving the Major Incident in a timely manner.
• Facilitate the resolution of Major Incidents and crises across multiple teams.
• Notify, escalate and communicate to management the existence and status of Major Incident, as necessary.
• Accountable for coordination and measurement of performance against SLAs and KPIs.

Skills:

• A degree in computer technology and/or equivalent experience
• Experienced in incident management
• Bank experience is an advantage
• Knowledge of ITIL is an asset

Profile:

• Good analytical skills, structured and methodical approach
• Proactive
• Highly organized, with the ability to plan ahead for short- to medium-term objectives
• Team work: good communication with internal and external collaborators and with management
• Pragmatic, results oriented
• Stress resistant
• Flexible and diplomatic

Language:

Bilingual: NL / FR

Offer:

Freelance

Type:

Contract

Rate:

Market rate

Reference:

Interteam.org - I0231001