Team Lead Senior Incident Analyst – Energy Sector

What you will do

You will lead and coordinate a second-line incident analysis team working on transactional processing and message exchange systems in the energy sector. Your role combines hands-on incident analysis with team leadership and stakeholder management.

As team lead, you will:

• Coordinate the incident analysis team and ensure consistent operational agreements and quality standards across all team members
• Align team activities with domain leads and service delivery management
• Coach and mentor team members, organising knowledge transfer and ensuring solutions are shared across the team
• Manage escalation procedures and coordinate with external stakeholders including distribution grid operators, transmission system operators and suppliers
• Report on team activities and progress
• Analyse complex incidents, identify their impact on systems and market parties, and create workarounds where possible
• Explain functional and technical issues clearly to customers and IT vendors
• Organise feedback loops to the problem and change teams to address recurrent incidents
• Maintain the knowledge database with documented solutions
• Work with SQL queries to analyse incidents using the database structure
• Ensure service procedures are followed and quality control is maintained
• Support onboarding and offboarding of team resources

You will work closely with problem and change analysts, IT vendor teams, functional domain leads, the resource manager and the service delivery manager.

What we are looking for

Essential experience and skills:

• 5 years of proven experience as a functional analyst
• 5 years of experience in elaborating business and functional requirements (business process development, BPMN, optimisation, modelling)
• 5 years of experience in team management and reporting on team activities and progress
• 5 years of experience writing, modifying and executing SQL queries
• At least 1 year of knowledge of the message exchange domains: structure, rectification, measure and cross
• At least 1 year of proven experience in the Belgian energy market
• Proven experience as an incident analyst or in a similar function dealing with incident analysis, definition of workarounds and recovery actions
• Proven experience in coaching and mentoring teams and individuals in a professional environment
• Proven experience in coordination of, communicating to and facilitating with external stakeholders in the utility sector
• Proven experience in drawing up and managing escalation procedures
• Proven experience with third-party management (IT service providers)
• Experience with incident management or ticketing tools such as TopDesk, Jira, ServiceNow or Atlassian
• Experience with Azure DevOps and user story creation
• Experience with data analysis
• Experience with the MIG (MIG6 and/or MIG DGO)
• ITIL Foundation Certificate
• Scrum Master or Product Owner Certificate
• Very good knowledge of English (C1 level)
• Good knowledge of Dutch or French (C1 level) and good knowledge of the second national language (B2 level)

Desirable:

• Experience with a project methodology

Team context:

This role is part of a larger team request. The supplier must be able to demonstrate that 60% of the proposed team members are well known to each other and have worked together on other assignments for at least 6 months. The supplier should also provide a support model document outlining access to knowledge, expertise, coaching and specialist support, including governance structure.

The setting

This assignment runs for an initial period of two years starting in February 2027, with the possibility of annual extensions up to a maximum total duration of six years. The team will start with eight people and may scale up or down depending on workload, with one month's notice.

You will work on-site in Brussels for a minimum of two working days per week, in line with the organisation's office attendance policy. Additional on-site presence may be required for project needs, coordination meetings, knowledge transfer or other operational reasons. Occasional travel to other locations or to third-party sites may also be necessary.

The work focuses on the transactional processing and message exchange domains within the energy sector's central market system, excluding batch processing and reporting.

You can join us for this assignment as a freelancer or as an employee of HumanInTech. Same role, same team. If you join as an employee, your employment continues beyond this assignment. When it ends, we’ll work together to find your next assignment.

Location: Brussels

Work address: Belgium

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