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2nd Line Incident Solver
il y a 2 semaines
The Offer
- Work alongside & learn from best in class talent
- Join a well known brand within IT Services
- Excellent career development opportunities
The Job
- Our client is seeking experienced IT professionals to join our 2nd Line Incident Solver team.
- This team will be responsible for incident analysis, coordination with IT vendors and market parties (DGOs), and facilitating recurring Transaction Hubs per DGO.
- The team's focus will be on the Message Exchange (MEX) service domain, covering functional areas such as Structure, Rectification, Measure/Bill, and Infeed, relating to transaction processing for the CMS application.
- Key responsibilities include incident analysis, vendor coordination, stakeholder communication, knowledge management, and continuous improvement.
Team Composition:
- 1 Team Lead
- 2 Senior Incident Analysts
- 2 Medior Incident Analysts
- 4 Junior Incident Analysts
The Profile
Requirements:
Team Lead:
- 5+ years of experience as an incident analyst
- 5+ years of experience in coordination, communication, and facilitation with external stakeholders
- 5+ years of experience in drawing up and managing escalation procedures
- 5+ years of experience in leading and coaching teams
- 5+ years of experience in preparing reports using Excel
- ITIL Foundation certification
- Professional Scrum Master or Product Owner certification
- Experience in DevOps tools
- Experience in writing, modifying, and executing SQL queries
- Demonstrable knowledge and 8+ years of expertise in MIG Domains (Structure/Measure/Rectification)
Senior Incident Analyst:
- 5+ years of experience as an incident analyst
- 5+ years of experience in coordination, communication, and facilitation with external stakeholders
- ITIL Foundation certification
- Professional Scrum Master or Product Owner certification
- Experience in DevOps tools
- Experience in writing, modifying, and executing SQL queries
- 2+ years of experience managing and coaching teams (nice to have)
- Demonstrable knowledge and 5+ years of expertise in MIG Domains (Structure/Measure/Rectification) (desired)
Medior Incident Analyst:
- 2+ years of experience as an incident analyst
- 2+ years of experience using incident management tools
- 2+ years of experience in Excel
- ITIL Foundation certification (nice to have)
- Experience in DevOps tools (desired)
- Experience in writing, modifying, and executing SQL queries (desired)
- 2+ years of experience in coordination, communication, and facilitation with external stakeholders (desired)
- Demonstrable knowledge and 2+ years of expertise in MIG Domains (Structure/Measure/Rectification) (desired)
Junior Incident Analyst:
- 1+ years of experience using incident management tools
- ITIL Foundation certification (nice to have)
All Roles:
- Relevant Bachelor's or Master's degree
- Fluent in Dutch or French (C1 level) + good knowledge of the other national language (B2 min)
- Excellent English skills (written & verbal)
- At least 2 team members with C1 Dutch & 2 with C1 French (desired)
- Experience reading business process models, requirements, functional designs, and BPMN
- Experience in 3rd party management
The Employer
Our client believes that talent runs businesses - and the right recruitment partner can unlock unlimited potential within your organisation.
