Start date : asap
Duration: minimum 6 months
French : mother tongue
Dutch : experienced
English : experienced
PROJET Description :
As part of an internal reorganization, we are seeking someone who can manage incidents and optimize the associated management process.
The role of Incident Manager involves efficiently and swiftly handling incidents reported by users, identified by internal teams, or detected by monitoring tools. They coordinate the activities necessary to resolve primarily major incidents, aiming to minimize the impact on operational activities and ensure the restoration of services provided to the business and customers within agreed timeframes.
EXPECTED DELIVERABLES :
Incident Management
o Analyse and assess incidents reported by users, internal teams or detected by monitoring systems.
o Coordinate efforts to resolve major incidents in collaboration with technical teams and stakeholders until a suitable solution is implemented and the situation is again perceived as normal and validated by the business and customers in compliance with the SLAs in place.
o Ensure clear and regular communication with all relevant stakeholders at the opening, during and closure of the incident.
Post-incident analysis:
o Carry out post-mortem analysis after each major incident to identify root causes, process gaps and opportunities for improvement.
o Propose and implement corrective measures and preventive actions to avoid the recurrence of similar incidents in the future.
o Facilitate problem management in agreement with and towards the Problem Manager.
Process management
o Analyse incidents, document and continuously improve the incident management process.
o Be a driving force behind proposals for action plans to be implemented to optimise incident management quality and compliance with the process across the board.
Reporting
o Reporting to management on the status of the incident process.
THE ROLE INVOLVES :
To qualify for the Incident Manager position, you must meet the following minimum requirements:
- Service Orientation: Demonstrated experience in technical coordination involving multiple stakeholders, based on the ITIL methodology.
- Proficiency in commonly used tools for managing activities, including ticketing tools like ServiceNow, backlog management and project management tools, and proficiency in Excel, PowerPoint, Word, Visio, etc.
- Solution Orientation: Ability to describe, analyze, and resolve technical and procedural problems affecting infrastructure and relevant organizations.
- ITIL Foundation certification
- PRINCE2 certification
- Proficiency in Office Suite management
- Agile certification
- Scrum certification
- Master's or Bachelor's degree, or equivalent
- Minimum of 10 years of combined experience in change, release, and incident management.
Other skills: that will be considered in evaluating offers include experience in both the private and/or public sector.
