Incident manager
il y a 4 semaines
Functie:
We are currently looking for an IT Major Incident Manager to strengthen our team and better meet our clients' needs. The Quality Management team ensures the availability and stability of our client"s IT environments by applying ITIL processes (incident, change, and problem management). As a Major Incident Manager, you will play a key role in managing and coordinating major incidents—those with a significant impact on operational activities. Your mission will be to ensure rapid and effective mitigation and resolution while maintaining smooth communication with affected clients. You will work closely with technical and operational teams to restore service as quickly as possible and ensure business continuity.
The role will involve overseeing the end-to-end management of major incidents:
- Act as the main point of contact for operational, technical, and IT development teams when potential major incidents are reported. You ask the right questions to functionally understand the issue.
- Centralize the information provided by your colleagues and/or system data to build an impact analysis
- Perform a preliminary technical diagnosis (by correlating available system information with the identified impacts) and bring together the necessary experts to carry out investigations
- Collaborate with experts to develop an impact mitigation strategy, identify the root causes of incidents, and define a structural resolution strategy.
- Ensure that an action plan is established, adjusted in real-time if necessary, and followed throughout the incident resolution process.
- Guarantee smooth, clear, and regular communication (both oral and written) with management and affected clients.
- Maintain detailed incident documentation and collaborate with the Problem Management team to ensure an efficient handover.
- Be on "standby" duty and ready to intervene outside office hours in case of critical incidents, escalating to senior management if necessary.
- Ensure regular administrative follow-up of your incidents.
- Participate in process management, promote continuous improvement, and maintain the effectiveness of the major incident management process.
Required knowledge and experience :
- Excellent verbal and written communication skills, even in crisis situations
- Strong prioritization skills and the ability to work under pressure
- Analyze complex situations and quickly identify viable solutions
- Flexible and willing to adjust your schedule according to the urgency of the situation
- Positive attitude
- Collaborative mindset.
Technical Experience required :
- Knowledge and experience in IT infrastructure.
- Incident management and tracking tools (e.g., ServiceNow, Ivanti).
- Knowledge of monitoring and alerting tools (e.g., APM)
Functional Experience required :
- Experience in infrastructure IT (2-5y)
- Incident management, preferably in critical environments 2 y - 5
Languages :
- English : Fluent
- Dutch and/or French Fluent in one, basic in the other.
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