Incident Manager

il y a 5 jours

Anderlecht, Belgique Connect-ICT Temps plein

**INCIDENT MANAGER**

The Senior Problem manager plays a key role in the stability of the services that IT supports for its health insurance fund customers and their members. The Senior Consultant will work in close collaboration with the Major Incident Manager (Command Center Lead) of the organization.
- The Main objective of the Problem Manager is to follow-up on new and on-going problems and alternate with the necessary people & teams to resolve the problem as soon as possible.
- The consultant will also follow-up improvements of past problems & incidents.
- In case of multiple major incidents, the problem Manager will act as incident manager in support of the Command Center Lead.
- Problem Management: 70%
- Incident Management: 30%
- Primary Tasks and responsibilities
- Identify, classify, prioritize and assign responsibility for problems, and guide them through the process to a solution
- Prevent incidents from happening by performing proactive analysis based on observed patterns or alerts reported by monitoring
- Manage and maintain a knowledge base to track information about known bugs and identified workarounds for the Service Desk and support teams
- Prepare the various reports related to Problem Management and submit them regularly to the management of the organization or to the parties involved (business,...)
- Use the ITIL methodology to achieve these objectives

Secondary Tasks and responsibilities
- Assist the Command Center Lead in managing ongoing major incidents
- Replace him during his leave and unplanned absences
- Have a good knowledge of the Major Incident Management process as described by ITIL
- Be able to take the lead in a crisis meeting
- Have a good level of stress management, emotional control and assertiveness
- Stakeholder Management
- Reporting & Administration
- Planning and program management

Technical profile requirements
- Very good knowledge of MS Office tools
- Bachelor's degree or equivalent by experience
- Min. 5 years as a Problem Manager or Incident Manager in a big corporate environment
- Very strong knowledge in IT (Infra, systems, security, networking, cloud, linux, AD,.

Non-Technical profile requirements
- Good communication skills (oral and written).
- Demonstrate logical and analytical skills.
- Have a sense of synthesis and be solution oriented.

Methodology/Certification requirements
- Holder of the ITIL Foundation certificate

Language proficiencies
- Native French or Dutch with a good professional knowledge of the other language
- Fluent in written English

Contract
- first contract for 3 months

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