Incident Analyst Team

il y a 2 semaines


Bruxelles, Région de Bruxelles, Belgique Sparagus Temps plein
The incident analysts will work in one service domain: Message Exchange (MEX). The functional domains are Structure, Rectification, Measure/Bill and Infeed. Everything related to transaction processing CMS. Excluded are batch processing and BI-reporting.


The activities will focus on incident analysis and coordination of the resolution with the IT-vendor and the market parties (mainly DGOs).

This is organized in recurring Transaction Hubs per DGO where the incident analyst prepares, facilitates and coordinates.

Technische context


To ensure the service with a high quality and a swift resolution time, our client would like to hire an incident analyst team.

The team will be created by consultants with a Time & Material contract, all from one contracting party.

There are specific deliverables that are a team responsibility but of course every individual has its own role to play.


Team Requirements


On workdays, there has to be an availability of 8h per workday ensuring coverage during business hours - there is some flexibility on work time start and end, but the team should be working between 9:00AM and 4:00PM (excluding lunchtime).

Each workday we expect an availability from the team. Since the knowledge can be very specific, we expect the organization of the team to guarantee that every domain is covered every workday

Weekend work will not be needed.

Answers to users have to be in the language of the user (French, Dutch or English).


The team needs to have at least 2 members with proper SQL-knowledge and be able to write queries of simple and moderate complexity'.

The team members should be able to do detailed analyses of potential complex issues.

The team members should be able to explain technical issues in an understandable way to the client customers.


The team will organize knowledge transfer in the team so that a solution for an incident for one DGO is also used for other DGOs.

The team is responsible for this resolution and keeping the client Knowledge DB updated with these solutions.


The team will organize frequent feedback to the problem and change team so that recurrent incidents are grouped and combined for problem analysis.

As such these actions will be input for the benefits of the change implementation

Incidents treatment/analysis has to be according to the priority

Organize alignment meetings with written preparation and meeting conclusions:

  • With the impacted vendor (weekly)
  • With the impacted DGO (weekly)
  • With the impacted market party (this will be ad hoc)

Delivery status reporting:

  • Weekly and monthly
On Site presence in the client buildings is requested at least once per week for every full time resource.

Incident procedure in TopDesk has to be followed and quality control has to be done.

Onboarding and Offboarding procedure has to be followed for new/leaving resources.

Team composition

  • There should be at least one senior in the team
  • There should be at least one team lead
  • The partner is responsible for the selection of new resources. The client can at all times decide to end the contract of a resource (with 1 month notice)
  • Handover and training for a new resource will have to be organized by the team
  • In total we expect 7 FTE until 31/12/2023 with possible extension.
  • There can be some changes in team composition depending on workload.

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