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Incident Manager
il y a 3 semaines
**Région | **Bruxelles ou Wallonie (en fonction de la mission)
**Challenge | **Nous vous offrons la responsabilité de la bonne gestion du helpdesk de notre client
**Talent |**
- Être garant du processus de gestion des incidents conformément aux politiques, directives et procédures du client
- Faciliter les communications entre acteurs du processus et les tenir informés
- Evaluer la nécessité d’une escalade et, si nécessaire, l’initier
- Transférer les connaissances vers les lignes de support
- Transférer les incidents récurrents au Problem Manager ou réaliser une étude sur ces incidents
- Réaliser une amélioration continue sur la qualité du process
- Vérifier le contenu de l’enregistrement des incidents
- Communiquer le niveau d’escalade et le gérer selon une procédure définie
- Etablir des rapports périodiques sur le traitement des incidents
- Répartir les ressources de manière adéquate
**Casting |**
- Formation universitaire
- Une expérience de plusieurs années dans une fonction d’Incident Manager ou de Process Owner
- La fonction d’incident manager nécessite généralement la connaissance du français, du néerlandais et de l’anglais. Votre bilinguisme est déjà un atout pour la fonction
- Certification ITIL
- Connaissance d’outils de ticketing (Jira, BMC Remedy, ServiceNow, HP Service Manager, etc.)
- Utilisation des outils de reporting
- Avoir géré une équipe support
- Vous possédez un excellent esprit d’équipe et une bonne communication
- Vous gérez votre stress facilement
- Vous êtes organisé, assertif et avide de partage de connaissances
- Volonté de rejoindre Mielabelo en contrat à durée indéterminée
**Package |**
Mielabelo vous accompagne vers votre épanouissement personnel et professionnel. A côté d'un salaire complet (voiture, GSM, laptop, assurance maladie, assurance groupe, frais, chèques-repas), nous mettons tout en œuvre pour vous aider à trouver et préserver votre équilibre.
Type d'emploi : Temps plein, CDI, Freelance/Indépendant
Avantages:
- Assurance groupe
- Assurance hospitalisation
- Carte essence
- Chèques repas
- Éco-chèques
- GSM de fonction
- Ordinateur de fonction
- Voiture de société
Programmation:
- Travail de jour
Types de primes et de gratifications:
- 13ème mois
- Pécule de vacances
Lieu du poste : Télétravail hybride (7000 Mons)
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