Major Incident Manager
il y a 3 semaines
Freelance Major Incident Manager – Brussels (12-Month Contract + Extension)
We are looking for a Major Incident Manager to join a Quality Management team in Brussels on a freelance basis. This is a hybrid role requiring 2 days on-site per week (Friday is the fixed team day). The initial contract is for 12 months with an option for extension.
Languages:
- English + French or Dutch (mandatory)
Role Overview
As a Major Incident Manager, you will be responsible for overseeing major incidents and problem management within the ITIL framework. Your role is crucial in ensuring efficient coordination, clear communication, and swift resolution of critical incidents.
You will act as the central point of contact between operational teams (Infrastructure & Operations), technical teams (Development & Infra), and Business stakeholders. You must be able to translate technical issues into business-friendly language while maintaining clear and structured documentation.
Key Responsibilities
- Incident Management & Coordination
- Lead the major incident resolution process, coordinating technical experts and mitigating impact.
- Perform an initial diagnostic assessment and determine which experts to involve.
- Facilitate meetings with experts to resolve incidents effectively.
- Maintain an action plan and ensure continuous communication with all stakeholders, including management.
- Documentation & Administration
- Centralize information from teams and ensure detailed and structured documentation in the system.
- Maintain clear incident records for tracking and continuous improvement.
- Continuous Improvement & Proactivity
- Identify areas for process optimization and drive improvement initiatives.
- Work closely with the Quality Management team to enhance incident and problem management processes.
- On-Call Standby Rotation
- Participate in a rolling on-call schedule (approx. 1/3 of the year).
Required Experience & Skills
- Minimum 3 years in IT, with a strong infrastructure background (mandatory)
- Experience in Incident Management, including diagnostics & troubleshooting
- Ability to work in high-pressure and challenging environments
- Strong skills in monitoring, alerting, and ticketing systems
- Tools like ServiceNow, Ivanti, or APM (AppDynamics) are a plus
- Proactive mindset with a focus on continuous improvement
If you're an experienced Major Incident Manager looking for an exciting freelance opportunity in Brussels, apply now
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