Incident Manager

il y a 4 semaines


Brussels, Belgique Desmosia Temps plein

**Contenu de la mission**:
Monitorer les tickets queues et les Dashboard dans Jira Service Desk

Monitorer l'attribution des tickets en vérifiant que les tickets sont pris en charge dans les temps

Assurer la deuxième ligne de support en enquêtant et en catégorisant les incidents

Débloquer les tickets bloqués

Mettre en place un reporting des incidents

Mettre en place un outil de reporting applicatif pour la détection proactive des incidents

Maintenir une base de connaissance pour la résolution des incidents

Générer et soumettre des rapports sur les performances et les progrès

Suivi des équipements essentiels et capacité à superviser et à programmer un entretien régulier

Réflexion critique et résolution de problèmes, repérage proactif des problèmes d'efficacité/productivité

Assurer une approche orientée amélioration continue

Faire respecter les directives de sécurité et les normes de l'entreprise

**Compétences recherchées**:
Diplôme d'étude orienté domaine IT, technique, ingénierie...

Expérience de travail avérée en tant que superviseur support ou production supervisor ou rôle similaire

Connaissance pratique de divers types de supports IT (hard et soft)

Excellentes compétences en informatique

Excellentes capacités d'organisation et de leadership

Solides compétences en communication et en relations interpersonnelles

Motivé et orienté résultats

Excellentes compétences en résolution de problèmes


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