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Incident Manager

For one of our customers in west-flanders, we are looking for an incident manager

start: asap
first PO : 6 months
3 days onsite presence required

Act as a Single Point of Contact for all IT incidents: ensure quick incident resolution, permanent fixing
and avoidance of future recurring incidents in order to guarantee optimal system availability and
reliability. Make sure that all IT stakeholders and support group responsible are up-to-date regarding
corrective and preventive actions. Act as an ambassador for the Service Desk Services provided
towards the entire organization.

In case of critical incidents (P1), take ownership of the incident management activities and coordinate
all actions with the responsible support teams/external suppliers to ensure resolution of the incident in
the shortest possible time.
Perform thorough analysis of incidents, determine the root cause and take all necessary and possible
actions in order to avoid recurrence of the same type of incidents. Build action plan to reduce the
number of incidents created
Take ownership of second & third level support incidents/requests in the specific IT related domain(s)
for which the Incident Manager is responsible, to provide a quick and qualitative solution towards the
impacted end-user (community)
Create periodic reports about Service Desk Incident management, request management and call
statistics for the respective Business Units and discuss with the responsible IT Services Manager
Quality control: analyze actions performed by IT Infrastructure Support advisors on the incidents and
requests within ITSM tool. Monitor calls taken by IT Infrastructure Support advisors to
guarantee professional handling of telephone communication. Verify if written communication is
descriptive and according our SD best practices.
As Incident Manager of the Service Desk you will perform the role as document owner for all
associated Service Desk processes and procedures
Organize bi-weekly operational meeting with affected stakeholders (Software and Infrastructure) and
Services Desk governance profiles (Problem Manager – Change Manager)

• Desired education level: Bachelor IT or equivalent experience
• Desired years of experience: at least 5 years of experience in a similar position
• Good knowledge of ITIL processes
• Good knowledge of ITSM applications
Dutch and English !