Incident coordinator
il y a 2 semaines
Within DBS (Digital Business Solutions) IT Production, as the Incident and Problem coordinator you will assume the operational coordination of the incidents and the problems. You will centralize and route the requests of incident resolution coming from L2 support and coordinate the resolution of complex or major incidents from the infrastructure point of view. You will also evaluate the need to create problems and coordinate the root cause analysis and give recommendations for structural resolution.
You will lead the root cause analysis (troubleshooting), the identification of work arounds, the identification of the definitive solutions, their implementations and related communication plans.
You take pride and ownership in delivering good service levels to customers. You are a result-oriented, self-propelling and well-structured team player that communicates & collaborates openly with other people and teams. You are disciplined in your work, respect people, processes & procedures and raise improvement opportunities. You provide a great service experience to your (internal) customers and achieve high levels of effectivity on daily service fulfillment.
In a second phase of your mission, after stabilization of the incident and problems processes, you will take over the coordination and planning of the version release management of the infrastructure components for the Modern Workplace team. This perimeter is limited to minor upgrades that are done in the BASU budget (Business as usual or day-to-day activities).
Responsibilities:
- Acknowledge, challenge and route the incidents within DBS IT Production.
- Lead major incidents and complex problems of IT production requiring coordination with several teams.
- Lead the root cause analysis / troubleshooting.
- Lead the identification of the work around.
- Lead the identification of the definitive solution.
- Lead the implementation of work around and definitive solution.
- Lead the communication plan towards the organization from an infrastructure perspective.
- Apply incident and problem management processes and make proposals for improvements to the related process managers.
- On a regular basis, identify problem candidates in collaboration with several teams by analyzing incidents.
- Report on a weekly basis to the DBS IT Production management on the progress of problems and problem candidates.
- Report on a weekly basis to the DBS IT Production management lessons learnt managing major incidents.
- Keep up with IT standards, innovations and share knowledge and experience.
- Collect information to prepare the roadmap of minor updates of the Modern Workplace's infrastructure components.
- Create, follow and report (on) a release roadmap (rolling exercise) for the next 12 months.
- Propose monitoring enhancements to prevent incidents.
Application Information:
Name: Please include your first and last name.
Email: @
Phone: Please include your country code.
CV / Resume: Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.
Thank you for submitting your application.
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