Freelance Senior Incident Manager
Il y a 3 mois
**Freelance Senior Incident Manager (6-Month Contract) - French or Dutch speaker - Hybrid in Anderlecht**
We are seeking an experienced **Freelance Senior Incident Manager** for a 6-month contract to help ensure the stability and performance of our IT services, supporting health insurance funds and their members. This hybrid role offers flexibility to work both remotely and onsite in Anderlecht.
Key Responsibilities:
- Analyse open incidents across all support lines using dashboards and reports
- Propose structural improvements to the 1st line Service Desk for better incident management and service quality
- Present incident management reports and dashboards to management and stakeholders regularly
- Recommend governance and process improvements to reduce production incidents
- Ensure follow-up of the oldest open incidents and escalate where necessary
- Act as the main escalation point for unresolved incidents, service requests, or customer complaints
- Organise campaigns to clear open incidents with support teams
- Design new reports for improved incident management insights
- Provide backup support for the Major Incident Manager in managing production incidents (P1 to P2) in compliance with SLAs
- Collaborate closely with the Problem Manager to resolve underlying issues and prevent recurring incidents
- Contribute to evaluating support processes as part of the Service Improvement Plan (SIP)
- Provide timely updates to Tribe Managers or IT leadership on major incidents
Secondary Responsibilities:
- Stakeholder management
- Reporting and administration
- Planning and program management
Required Skills and Experience:
- Minimum 5 years in a similar role
- Strong technical knowledge (Windows, Linux, networks, etc.)
- Proficiency in MS Office tools
- Excellent communication, analytical, and organisational skills
- Crisis leadership skills with the ability to manage high-stress situations
- Experience in ITIL environments (ITIL V3 or V4 certification required)
- Fluency in French or Dutch, with a good level of English
If you have a passion for maintaining high standards of IT service stability and have the expertise to drive incident management improvements, we want to hear from you.
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