Process Manager | Major Incident

📍 Brussels (Hybrid)

📅 Start Date: ASAP | End Date: 31 December 2028

🏠 Hybrid working model

📄 Contract: Freelance or Consultancy Employee

For one of our major clients in the insurance sector, we are looking for a Process Manager to join a team responsible for the stability, resilience, and continuous improvement of critical IT services.

1/ YOUR MISSION

As a Process Manager, you will play a key role in Major Incident & Problem Management by:

• Coordinating the resolution of major incidents to restore critical business services as quickly as possible.
• Managing communication and stakeholders throughout the incident lifecycle.
• Working closely with Infrastructure, Feature and Product teams to identify tactical and structural solutions.
• Supporting teams in selecting the most appropriate solutions based on monitoring and observability insights.
• Managing Problem Records and ensuring root causes are identified and addressed.
• Driving continuous improvement initiatives to reduce MTTR and prevent incident recurrence.
• Identifying opportunities to improve monitoring, observability, resilience and operational excellence.
• Ensuring accurate tracking and follow-up of Problem Records in ServiceNow (Silva).
• Escalating critical situations when required.
• Participating in post-incident reviews and ensuring corrective actions are implemented.

2/ YOUR PROFILE

• Major Incident Management (4+ years)
• ITIL Process Management (4+ years)
• Service Management Tools (4+ years)
• Observability & Monitoring Tools (4+ years)
• Coordination & Stakeholder Management (4+ years)
• Languages/ English (mandatory) + French or Dutch (mandatory)

3/ WORKING CONDITIONS

• Participation in a Major Incident Management team covering business hours from 07:00 AM to 06:00 PM.
• Participation in an on-call rotation outside business hours (approximately one week every 4 to 6 weeks).

🐵 WANNA BE THE NEXT MONKEY?

WHO IS BMONKEYS?

We are a young consulting company based on freedom, transparency, entrepreneurship, collaboration.

Our mission is to provide a distinct customer and collaborator experience, ensuring that each party in the equation is satisfied and derives maximum value.

OUR PROMISE

We promise you to do business…

• By being able to say everything to each other
• By always being critical and innovative
• By advocating pragmatism and excellence
• And by relying on collaborative ecosystems (bringing together collaborators, clients, freelancers, pure players, startups etc.)

LET’S GET IN TOUCH

We use the pronoun “they” or “the candidate” wherever possible to include all individuals when talking about candidates, regardless of their gender identity. We believe that everyone should be treated with respect, regardless of their gender identity.