Incident Manager
il y a 2 jours
TalenCia Consulting is currently looking for a Senior Incident Manager for one of our clients.
**Duration**: (Long term contract)
**Location**: Brussels
**Start date**: Asap
**Description**:
**As Senior Incident Manager, you will have different tasks**:
**Task 1**: Validate and scale the incident level
Standardize the criteria characterizing incidents and propose a global governance of incidents
Confirm and qualify incidents based on the risk list (minor, medior, major)
**Task 2**: Provide a rapid solution to incidents
Operationally manage incidents and prioritize them according to urgency
Coordinate the teams in charge of resolving the incident
Ensure compliance with the SLAs in force in the area concerned
Validate proposed solutions (work arounds, quick fixes)
**Task 3**: Coordinate communication
Inform the teams concerned of the progress of the research and the solutions adopted
Establish a complete incident report
Establish a regular report for the ICT Steering Committee and the Management Team on the different types of incidents
**Task 4**: Identify sustainable actions
Coordinate the long-term efforts of the teams in the search for the causes of the incident (root cause detection)
Propose sustainable solutions to avoid the repetition of incidents
Continuously improve the incident management process
**Task 5**: Implement preventive measures
Gather the needs of the business teams related to incidents
Implement a project approach, via HCI, to identify recurring incidents and prevent them in order to improve system efficiency
Define and monitor KPIs related to the number of incidents, in order to identify the major risks of blockage
Bring together business and technical contacts in order to improve the operational excellence of the system
**Skills**:
You hold a master's degree or similar through experience
You have minimum 5 years of experience in a similar position and the challenge doesn't scare you
You speak French and Dutch (Fluent in one of the national languages and a good knowledge of the other one; FR/NL).
You already had experienced a position where you are confronted to discussed with different stakeholders (Manager, developer, expert infrastructure, Team leader,...).
An experience in the infrastructure and in the development, part is a plus
You are structured
You are meticulous
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