Incident Manager
il y a 4 semaines
Interested in a new challenge as a freelancer? Extensive background in incident management? Maybe also a first experience within banking?
Look no further and check out our opening as Incident Manager
your job
The Incident Manager is responsible for the smooth functioning of the incident process, taking on escalated and exceptional infrastructure-related incidents, managing the reporting of these incidents and proposing structural improvements, when necessary.
The objective of the incident process is to ensure resolution of the IT incident within the best achievable time-frame, with the best possible quality and with the constant aim of limiting the impact to the business, as far as is possible.
The squad also takes care of the monitoring of escalated incidents in the non-production environment, although this does have a lower priority than production.
You will be responsible, together with your colleagues, for:
- The End-to-End (E2E) monitoring of an incident, up to and including its resolution, collaborating with all the incident process stakeholders, the technical domains of IT, the developers, the E2E incident managers and all the other company entities.
- The acceptance and activation of an escalation (in line with pre-set âescalation levelsâ, based on the incident impact and the urgency of the incident).
- The coordination of escalated incidents, the activation and coordination of a crisis meeting, and the monitoring of the incident-related actions in order to restore service as soon as possible.
- Ensuring communication within the IT organization and to the internal customers with respect to the status of an incident, and according to a communication matrix which is formulated within the incident process.
- Creating a post-incident report for high-impact incidents: this includes a description of the incident, the impact, the actions undertaken and the lessons that the manager has been able to draw from the incident.
- Creating âProblem Candidatesâ with the objective of: completing root-cause analysis, a description of possible structural solutions and the implementation of these solutions; thereby potentially avoiding repeated incidents.
- Contribute to the creation of weekly/monthly reports of all these incidents as they relate to infrastructure or IT applications, trend analyses and âlessons learnedâ
your profile
language requirements
- Good knowledge, both orally and in writing of either Dutch or French
- Good knowledge, both orally and in writing of English
education
Bachelor or Master diploma, or equivalent through experience.
certification
ITIL certified
telework
Expectation: 50% on site & 50% homeworking.
required experience / knowledge
At least 5 years of relevant experience as Incident manager.
(Having worked as incident manager in a user support center is not a valid experience - we're in this case talking about difficult, transversal incidents.)
technical experience
You have good technology and multi-platform knowledge that enables you to understand the dependencies involved within a specific IT architecture.
business experience
Experience as an IMOD in a banking environment is an added value.
soft skills
- You are eager to learn about new technologies.
- You are dynamic, accurate, proactive, work independently, and you are above all a very good team player.
- You are undoubtedly customer and results-oriented, and you get fulfillment in your job through restoring services while limiting impact to business.
- You have the skills to organize, define priorities, formulate action plans and to follow them through efficiently.
- You can manage a meeting in front of a large audience.
- You know how to turn stress into positive energy.
our offer
- Personal guidance: we believe in the power of human connections, so we'll assign you a dedicated talent manager who will always have your back. Whether you need support during challenging projects or just a friendly ear to listen, your talent manager is here for you.Â
- Team events: a team that plays together, stays together. From an after work drink to a quiz night, we'll make sure you feel like part of the family.
- Challenging projects and an entrepreneurial culture: get ready to flex your muscles on some seriously impressive projects. It's like the Olympics, but without the lycra.
- Learning from peers: as a technical expert, you will be part of our chapters: vibrant communities filled with colleagues who are passionate about a particular area of expertise. Our chapters are all about promoting learning within your area of expertise - in a fun and informal way
- Personal guidance: we believe in the power of human connections, so we'll assign you a dedicated talent manager who will always have your back. Whether you need support during challenging projects or just a friendly ear to listen, your talent manager is here for you.Â
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