Incident Manager
il y a 3 semaines
A job at Proximus? You'll find that everything revolves around the idea 'Think Possible'. This means: we always assume that something is possible, even if it seems impossible. Well, especially so, actually. Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier. And our way of working smarter.
Responsibilities:
- You lead and manage major IT incidents (P1, BCIS and PERT) with a focus on restoring service for internal and external customers.
- You assess the service and customer impact.
- You coordinate and steer troubleshooting efforts by bringing together appropriate teams.
- You ensure fast clearance of customer impact.
- You apply the escalation process, both internally and towards external partners.
- You communicate clearly and timely about service impact, root cause, and progress of resolution.
- You act as the communication SPOC during the incident lifetime.
- You prepare post-incident debriefing meetings to take preventive actions and follow up on long term actions.
- You participate in projects to improve monitoring, alarming, tooling, documentation and other ITIL processes.
- You follow and respect defined processes (ex. Incident-, Change- & Problem Mgmt)
- You create and update the Incident Managers Disaster Recovery Plan with associated Disaster Recovery Solutions (runbook).
- You continuously seek ways to improve the incident management process, aiming to decrease incident resolution time and increase overall efficiency.
- You collaborate closely with the service integration team aiming to facilitate seamless integration of incident processes into overall processes, ensuring a focus on service continuity.
- 24/7 operations environment requiring availability and flexibility.
- Team of 5 persons, working in shifts (on-site or remote).
- Shifts: Morning (6h-14h30), Evening (11h-19h30), duty guard during night, weekend, and public holidays.
Your profile
- Master's degree with a minimum of 3 years of experience in ICT infrastructure/services and operational environment or equivalent experience.
- Solid knowledge of IT services and infrastructure.
- Strong knowledge of ITIL.
- Customer obsession.
- Excellent knowledge of the organization and ability to build relationships within EBU, CBU, CUO, NBU, and COM.
- Strong end-to-end ownership.
- Strong leadership during incidents.
- Drive for improvement.
- Flexibility and composure.
- Fluent in Dutch, French, and English.
- Proficient in writing clear documentation suitable for technical and business stakeholders.
- Proficient in collecting relevant data and gathering evidence to facilitate efficient problem management and continuous service improvement.
What do we offer you?
- We are 100% Belgian. So we make decisions in three languages. And all at the same time if you like
- We are open to everyone: M, W, X, and in fact all the other letters of the alphabet.
- We encourage personal growth. At the Proximus Academy, you won't even want to miss a session.
- We are, of course, committed to sustainability.
- We firmly believe that working together is important, but that having fun together is even more so. That is why we regularly organise fun activities.
- We believe in responsibility. Also in yours. For example, you can take it to launch your own initiatives.
- We put our customers first. And because we are all customers somewhere, you already know what that means.
- And the ever-important work-life balance? We keep it in the right place.
Naturally we have a competitive salary package for you. Click here (or apply) to discover what else we offer.
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