Incident Manager
il y a 2 semaines
**C**atalay** is a multidisciplinary engineering firm with offices in Brussels. We are overall active on Belgian territory. Our core business is delivering intellectual expertise on innovative and often social responsible projects. Our activities have a strong focus on different engineering domains within the Energy, infrastructure, building and industry sectors.
We are looking for an Incident Manager. To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents. A critical success factor is also to communicate adequately under all circumstances with a variety of stakeholders, including senior management internally and at the customer, and including in peak stress situations.
Your Tasks
- Overseeing the incident management process and team members involved in resolving the incident.
- Make first analysis by examination through available remote monitoring tools.
- Serve as a SPOC for the customer, concerning the status of the incident.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Activate and follow-up the technical team needed to resolve the incident.
- Prioritizing incidents according to their urgency and influence on the business.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Produce incident protocols, apt for communication internally and to our customers (externally)
- Produce error handling protocols in order to help resolving efficient and secure known topics.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with senior management if major issues are found, coordinate with HQ for such cases where deep system/technical analysis are needed to resolve potential problems.
- Contribute to joining efforts with other support roles (ex. Problem Mgmt) in the context of handling RAM(S) related topics (analysis, reporting, problem solving)
Your Profile
- Can work in a structured way and precisely
- Can demonstrate to work in a team in a constructive and efficient way
- Is a good communicator, also on senior management level
- Understand when assistance of a colleague is needed and when not
- Is able to work under stress
- Is customer oriented, acts discretely and loyally to Siemens, since there is direct contact with the end customer
- Assist also in work preparation for the ‘plannable’ services.
- Technical background in IT, engineering or a related field.
- At least three years’ experience working in service management, or a similar role.
- Solution oriented and strong customer focus
- Strong problem solving, analytical, and time management skills.
- Preferable knowledge of service management software.
- Preferable knowledge in railway signaling technology
- Excellent managerial skills and ability to collaborate with team members.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Bilingual FR/NL (customer contacts) + good practical knowledge of EN (communication with Siemens HQ)
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