Incident & Problem Manager - Banking Sector
il y a 4 jours
As a Problem Manager, you will ensure that the processes for managing problems run effectively and efficiently. In particular, you ensure that all actions/work orders are timely put in place to avoid further similar incidents.
Specifically, you distribute the data related to the processes to the various ICT teams involved. You ensure that these processes are followed, you monitor and analyze the service levels in order to escalate any deviations. If necessary, you intervene with the support teams and their managers. You will propose actions to improve these processes and help develop the incident and problem tracking tool (ServiceNow).
You also lead the meeting for the resolution of problems with the managers of the ICT teams. You also manage relations with IT "customers" in terms of their satisfaction with the service provided. You also manage relations with the various partner companies in terms of maintenance contracts and service levels.
You also work closely with those responsible for the ITSM processes: Change Management, Release Management,...
Finally, you set up indicators to ensure the efficiency of the processes. You draw up periodic reports on the handling of problems. You will carry out analyses of the causes, impact and recurrence, and will define and monitor improvement actions with the teams concerned.
**Profile**:
You have a bachelor's or Master's degree and have a broad knowledge of computer science. You also have practical experience with development, infrastructure management,...
Knowledge of ITIL and/or an ITSM tool is a plus. (ServiceNow)
You have very good interpersonal skills, you communicate fluently with multidisciplinary teams and can lead meetings.
You handle problems conscientiously, methodically and constructively. You can work independently and take initiative to move things forward.
Your stress resistance allows you to deal with difficult situations.
You express yourself fluently in Dutch/French and have a good knowledge of English
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