Incident Manager
il y a 2 semaines
Sopra Steria Group, a major player in consulting, technology services and software publishing in Europe, assists its clients in the successful transformation of their business and information systems. By combining value and innovation in the solutions proposed, and delivering utmost quality and performance in the services provided, Sopra Steria Group positioned itself as a preferred partner for major companies and organizations; especially those looking for the best use of digital technology for their development and competitiveness.
Your role & work environment:
- Be responsible for managing the resolution of critical incidents. The objective is to expedite the resolution of outages by ensuring that the proper teams are engaged and provide communication to our stakeholders and senior management.
- Be responsible for minimizing the adverse impact on the business caused by events within our infrastructure, and to prevent recurrence of incidents. To achieve this goal, you define which structural remediation is required via root cause analysis of incidents and then follow up the actions to improve or correct the situation.
- Be continuously increasing your knowledge of industry standards in the fields of incident management and adjoining fields, with the intent to propose possible improvements.
- Take the leadership during Major, and Priority 1 Incidents. You will manage and coordinate all required actions to ensure fast resolution of these Incidents in order to mitigate and/or minimize the impact of an incident to our customers.
- Be working in a team of 9 people. The team is part of IT Infrastructure and Platforms, a department of about 400 IT professionals in Belgium, with a mission to be the preferred infrastructure service provider enabling ING to gain strategic business advantages.
Your key responsibilities
- Collate bankwide input from the different domains.
- Liaise with your counterparts Cross-Border BE-NL and/or internationally.
- Chair the Warroom when invoked.
- Ensure regular communication on business and technical levels.
- Work closely with the Bank Crisis Team should the situation warrants this.
- After the Incident has been resolved: Conduct postmortem investigations on critical incidents in order to determine the root cause, the resolution, and to identify and recommend any improvements that can be made to prevent recurrence.
- Reporting: Produce a business facing Incident report detailing the incident, root cause, and steps for remediation.
- Ensure Problem tickets are properly recorded, escalated, and assigned.
- Accountable and responsible for Emergency change creation, meeting minutes and Emergency Change Advisory Board decision.
- Validate Configuration management items in light of monitoring and potential incident resolution.
- Identify and execute upon continuous improvements for the Major Incident process and the communication framework.
- Service Delivery Center and Business relations management.
We look for:
A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead.
In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment.
You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.As a Local Major Incident Manager, you will also need:
- A master's degree, preferably in IT or you have an equivalent experience.
- Strong leadership presence under pressure.
- The ability to work under stress and time constraints.
- Outstanding interpersonal and organization skills, ensuring smooth cooperation with a diverse set of stakeholders.
- Experience in handling complex situations and escalations.
- Excellent oral and written communication skills in English, oral and written knowledge of Dutch and French are considered an asset.
- Experience working in an environment based on ITIL best practice frameworks.
- Emergency Change Management process knowledge.
- Analytical skills with experience of the use of root cause analysis tools and techniques.
- Demonstrated ability to use MS Windows Applications including MS-Excel, MS-PowerPoint, and MS-Word.
- Flexibility: available 24/7 within a rotating schedule and Oncall working.
We Offer:
We offer the opportunity to work in a fast growing and dynamic team on challenging national and international projects in different industries.
If you want to boost your career and join a growing European leading IT services company, do not hesitate to check this opportunity and send us your resume
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