Incident Manager
il y a 3 semaines
Expanding 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 Management, Business Define, Design, Implementation and Infrastructure). From its original focus on technical engineering and Business Analysis, ACENSI has developed new areas of expertise in Digital Application,Business Intelligence, Big Data...
ACENSI BELGIUM is looking for his client an Incident Manager (F/M/X)
Context of the mission / Objective(s) of the job
We have an exciting opportunity for a Major Incident and Problem Manager to join our dynamic team. Are you calm and collected when dealing with a Major Incidents? Do you like getting to the root cause of Problems? Do you like to delight the customer? If so, then we would love to hear from you
We are looking for a proactive, self-motivated individual who is looking join a fast paced environment. The role will ideally suit an experienced service desk analyst or team leader looking to take the next step, or an experienced Major Incident or Problem Manager looking to further develop their skills.
Required Knowledge and Experience
•ITIL Foundation qualification/knowledge, or equivalent.
•Excellent working knowledge of service management processes (Incident, Problem and Change Management).
•Exceptional communicator, a sound influencer with the ability to communicate at all levels.
•Good customer service skills, and able to proactively manage customer expectations.
•Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven.
•Ability to work on own initiative rather than to a strict process.
•Strong report writing and analytical skills.
•A team player but with the ability to work on own and under pressure.
•Able to negotiate in difficult situations to reach a successful conclusion.
•Ability to manage and resolve conflict and able to work effectively at all levels of the organisation.
•Experience in assessesing / determine business impact of incidents.
•Able to work collaboratively with teams from other disciplines.
•Balance of high standards and pragmatism to get a job done, whatever it takes.
•Ability to step up when needed and offer support even when outside normal hours if required.
•The role holder may be asked to participate in audits.
Remarks
The successful candidate will be working as an individual within a team to ensure that for all high priority incidents and Problem tickets, service is swiftly restored and stabilised with risks and issues mitigated.
The Major Incident and Problem Manager will be accountable for the lifecycle of all high priority incidents and associated communications; this includes the declaration of a critical incidents, ownership of incidents through to resolution, and follow on root cause investigation and fix implementation. The successful candidate will be required to communicate to all stakeholders regarding the status of a Major incident or Problem tickets, so must be comfortable, confident and effective with written and verbalcommunication to all levels of stakeholder. The Major Incident and Problem Manager will be required to prepare and run Major Incident Reviews, Major Problem calls, Problem closure calls, so must demonstrate a good level of analytical and report writing skills.
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