Incident Manager
il y a 3 semaines
Trimble is looking for an IT Incident/Problem Manager for their core development team. In this role, you are responsible for handling Problem tickets (support tickets that cannot be handled by our Customer Support team because they are highly technical and require restricted low-level application access or even bug fixes in the product). You will report to the R&D IT operations manager.
Main tasks:
- You coordinate with the support organization to identify and escalate support tickets that cannot be handled by the customer support team through daily calls and individual meetings and support management tools.
- Investigate and identify the root causes of problems reported by the support team. Use tools like logs, debugging information, and system reports to diagnose recurring issues, develop custom scripting, perform low-level IT operations, and seek assistance within the R&D team to identify root causes and possible solutions.
- Collaborate with technical teams (e.g., developers, DevOps, or Level 3 support) to find permanent fixes for unresolved or escalated issues. Bridge the gap between non-technical support and technical experts by translating technical issues into understandable terms for all stakeholders.
- Maintain a problem management database, documenting known errors, workarounds, and permanent solutions. Track the problem lifecycle from detection to resolution.
- Analyze trends in incident data to identify potential problems before they occur. Implement preventive measures to mitigate risks. Start initiatives and propose ways to improve the Problem processes and enhance our products for better 'supportability.'
- Provide regular updates to support teams, customers, and management about problem resolution progress. Prepare reports highlighting problem impact, resolution timelines, and preventive measures taken.
- Document solutions for recurring issues in a knowledge base accessible to the support team.
- Conduct training sessions to upskill support staff on resolved problems and preventive practices.
- You are part of the incident management team and can coordinate responses and actions to solve major incidents and outages.
Measures of Success:
- % of Problem tickets handled within the company service SLOs to the satisfaction of the customer.
- Size of the Problem tickets queue does not exceed company service objectives.
- Reduction in the number of support tickets or speed in handling support tickets improved due to improvements to product and support tickets proposed.
- Incidents handled following the incident handling procedures, with the stated service time objectives.
Target Capabilities and Skills:
- 2+ years of total experience in a similar role.
- Educational Background in Information Technology.
- Experience in shell or Python scripting (IT certifications are a plus).
- Experience in problem debugging.
- Experience in managing and coordinating incident responses (ITIL certification is a plus).
- Strong analytical and problem-solving skills.
- Strong communication and clear reporting skills.
- Result-focused.
- Strong sense of responsibility and ownership.
- Able to work under pressure.
- Available to handle escalations outside of normal business hours.
Trimble's Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
Trimble's Privacy Policy
#J-18808-Ljbffr-
Incident manager
il y a 3 semaines
Bruxelles, Région de Bruxelles, Belgique Xquisit Temps pleinFunctie: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...
-
Incident Manager
il y a 3 semaines
Bruxelles, Région de Bruxelles, Belgique ACENSI Temps pleinExpanding steadily since its launch in 2003, the ACENSI group is an IT consultancy firm, well known for theirtechnical and functional know-how, who specialize in Telecommunications, Financial Markets, as well as in the Energy industry. ACENSI guides businesses in evolutionary IT projects from the initial strategies through to their realization (Project...
-
Incident Manager
il y a 3 semaines
Bruxelles, Région de Bruxelles, Belgique Proximus Group Temps pleinA 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...
-
Major Incident Manager
il y a 3 semaines
Bruxelles, Région de Bruxelles, Belgique Templeton & Partners - Innovative & Inclusive Hiring Solutions Temps pleinFreelance Major Incident Manager – Brussels (12-Month Contract + Extension) We are looking for a Major Incident Manager to join a Quality Management team in Brussels on a freelance basis. This is a hybrid role requiring 2 days on-site per week (Friday is the fixed team day). The initial contract is for 12 months with an option for extension. Languages: ...
-
Major Incident Manager
il y a 3 semaines
Bruxelles, Région de Bruxelles, Belgique Templeton & Partners - Innovative & Inclusive Hiring Solutions Temps pleinDirect message the job poster from Templeton & Partners - Innovative & Inclusive Hiring SolutionsExecutive IT Recruitment Consultant & Field Manager @ Templeton and Partners | Transforming Tech Teams Globally: Elevating Diversity, Equity & InclusionFreelance Major Incident Manager – Brussels (12-Month Contract + Extension)We are looking for a Major...
-
Incident & Problem Manager
il y a 23 heures
Bruxelles, Région de Bruxelles, Belgique CareerWallet Temps pleinSmals réalise des projets ICT innovants dans l'e-gouvernement et l'e-santé pour les institutions de la sécurité sociale et des soins de santé. Pour Smals, "ICT for society" n'est pas qu'un slogan : tous nos projets profitent à la société. Smals contribue au portail de la sécurité sociale et à la plateforme eHealth. Les projets novateurs sont notre...
-
Incident coordinator
il y a 2 semaines
Bruxelles, Région de Bruxelles, Belgique Oliver James Associates Ltd. Temps pleinDescriptionWithin 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...
-
Incident coordinator
il y a 2 semaines
Bruxelles, Région de Bruxelles, Belgique Oliver James Temps pleinIncident Coordinator (JOB-022025-271810) Brussels, BelgiumWithin 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...
-
Incident Response
il y a 2 semaines
Bruxelles, Région de Bruxelles, Belgique Stott and May Temps pleinAs an Incident Response & Forensic Analyst, your primary responsibility will be to assist clients in managing and mitigating security incidents. You will analyze security breaches, conduct forensic investigations, and implement security measures to enhance overall resilience. Your role is crucial in ensuring clients are well-prepared for potential threats...
-
Incident Response
il y a 3 semaines
Bruxelles, Région de Bruxelles, Belgique Stott and May Temps pleinAs an Incident Response & Forensic Analyst, your primary responsibility will be to assist clients in managing and mitigating security incidents. You will analyze security breaches, conduct forensic investigations, and implement security measures to enhance overall resilience. Your role is crucial in ensuring clients are well-prepared for potential threats...
-
Incident Response
il y a 2 semaines
Bruxelles, Région de Bruxelles, Belgique Stott and May Temps plein3 days ago Be among the first 25 applicantsDirect message the job poster from Stott and MayHelping Cyber Security Experts Secure Contracts & B2B Roles | CERT/CIRT, SOC, DFIR, Threat Intel, GRC, AppSec, IAM, OT & Cloud Security | EuropeAs an Incident Response & Forensic Analyst, your primary responsibility will be to assist clients in managing and mitigating...
-
Major incident and change manager
il y a 2 semaines
Bruxelles, Région de Bruxelles, Belgique LanceSoft Europe Temps pleinJob Title: Major incident and change managerLocation: Mechelen, BelgiumDuration: 12 months+ extensionsJob DescriptionProven experience as a Project Manager in infrastructure projects or development projectsProven experience with project management techniques and tools (risk management, issue management, ...)Demonstrable knowledge of MS Project, MS Office...
-
Incident Manager @ Nationale Loterij
il y a 3 semaines
Bruxelles, Région de Bruxelles, Belgique Amon Temps pleinBedrijf:De Nationale Loterij is een organisatie die een stevige basis en sterke groei kende door de jaren heen. Opgericht in 1934, heeft ze met succes enkele cruciale mijlpalen bereikt, zoals de lancering van Lotto (1978) en EuroMillions (2004), Eurodreams (2023). Met de introductie van online spelen in 2013 en voortdurende technologische innovaties blijft...
-
Incident and Problem Coordinator
il y a 3 semaines
Bruxelles, Région de Bruxelles, Belgique Templeton & Partners - Innovative & Inclusive Hiring Solutions Temps pleinIncident and Problem Coordinator (freelance)We are seeking an experienced Incident and Problem Coordinator to manage and improve incident resolution and problem management processes within our IT Production team. The ideal candidate is a structured, result-driven professional with strong leadership skills and the ability to coordinate complex technical...
-
Incident & Problem Manager
il y a 3 semaines
Bruxelles, Région de Bruxelles, Belgique Smals Temps pleinUw rolAls Incident & Problem Manager zorg je ervoor dat de processen voor het beheer van incidenten en problemen effectief en efficiënt verlopen. Je beheert de belangrijkste incidenten, organiseert de operationele crisiscel en rapporteert aan het management. Concreet verspreid je de gegevens in verband met de processen naar de verschillende betrokken...
-
Process and Incident Manager
il y a 2 semaines
Bruxelles, Région de Bruxelles, Belgique Netcompany-Intrasoft Temps pleinCompany DescriptionWe are Netcompany-Intrasoft, a member of Netcompany Group A/S, and a leading European IT Solutions and Services company with a strong international presence and expertise, dedicated to responsible digitalisation. We offer innovative and added-value solutions of the highest quality to a wide range of public and private organizations, while...
-
2nd Line Incident Solver
il y a 4 jours
Bruxelles, Région de Bruxelles, Belgique Snaphunt Temps pleinThe OfferWork alongside & learn from best in class talentJoin a well known brand within IT ServicesExcellent career development opportunitiesThe JobOur client is seeking experienced IT professionals to join our 2nd Line Incident Solver team.This team will be responsible for incident analysis, coordination with IT vendors and market parties (DGOs), and...
-
Cyber Incident Response Specialist, null
il y a 3 semaines
Bruxelles, Région de Bruxelles, Belgique TN Belgium Temps pleinClient: EuroclearLocation: [Location not specified]Job Category: OtherEU work permit required: YesJob Reference: 83cd9a78860fJob Views: 30Posted: 24.01.2025Expiry Date: 10.03.2025Job Description:Division: CISOThe Cyber Defense Center (CDC) is part of the Chief Information Security Officer Office. The main responsibility of the team is to reduce the risk of...
-
Incident & Problem Manager
il y a 23 heures
Bruxelles, Région de Bruxelles, Belgique CareerWallet Temps pleinSmals realiseert innovatieve ICT-projecten in e-government en e-health voor instellingen uit de sociale zekerheid en de gezondheidszorg. 'ICT for society' is voor Smals meer dan een slogan: alle projecten hebben een positieve maatschappelijke impact. Zo bouwt Smals mee aan het portaal van de sociale zekerheid en het eHealth-platform. Grensverleggende...
-
Incident and Problem Coordinator Brussel
il y a 2 semaines
Bruxelles, Région de Bruxelles, Belgique V-IT NV Temps pleinVoor 1 van onze klanten zijn we op zoek naar een Incident and Problem Coordinator:Locatie: Brussel + RemoteTalen: NL + FR + ENGStartdatum: AsapEinddatum: 03/03/26 (verlenging mogelijk)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....
