Incident Manager

A job at Proximus? You’ll find that everything revolves around the idea ‘Think Possible’. This means: we always assume that something is possible, even if it seems impossible. Well, especially so, actually. Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier. And our way of working smarter.

**Responsibilities**:

- You lead and manage major IT incidents (P1, BCIS and PERT) with a focus on restoring service for internal and external customers.
- You assess the service and customer impact.
- You coordinate and steer troubleshooting efforts by bringing together appropriate teams.
- You ensure fast clearance of customer impact.
- You communicate clearly and timely about service impact, root cause, and progress of resolution.
- You act as the communication SPOC during the incident lifetime.
- You prepare post-incident debriefing meetings to take preventive actions and follow up on long term actions.
- You participate in projects to improve monitoring, alarming, tooling, documentation and other ITIL processes.
- You follow and respect defined processes (ex. Incident-, Change
- & Problem Mgmt)
- You create and update the Incident Managers Disaster Recovery Plan with associated Disaster Recovery Solutions (runbook)
- You continuously seeking ways to improve the incident management process, aiming to decrease incident resolution time and increase overall efficiency
- You collaborate closely with the service integration team aiming to facilitate seamless integration of incident processes into overall processes, ensuring a focus on service continuity

**Work Environment**:

- 24/7 operations environment requiring availability and flexibility.
- Team of 5 persons, working in shifts (on-site or remote).
- Shifts: Morning (6h-14h30), Evening (11h-19h30), duty guard during night, weekend, and public holidays.

**Your profile**
- Master's degree with a minimum of 3 years of experience in ICT infrastructure/services and operational environment or equivalent experience.
- Solid knowledge of IT services and infrastructure.
- Strong knowledge of ITIL.
- Customer obsession.
- Excellent knowledge of the organization and ability to build relationships within EBU, CBU, CUO, NBU, and COM.
- Outstanding communication skills.
- Strong end-to-end ownership.
- Good networking skills.
- Strong leadership during incidents.
- Drive for improvement.
- Flexibility and composure.
- Fluent in Dutch, French, and English.
- Proficient in writing clear documentation suitable for technical and business stakeholders and
- Proficient in collecting relevant data and gathering evidence to facilitate efficient problem management and continuous service improvement

**What do we offer you?**
- We are 100% Belgian. So we make decisions in three languages. And all at the same time if you like
- We are open to everyone: M, W, X, and in fact all the other letters of the alphabet.
- We encourage personal growth. At the Proximus Academy, you won't even want to miss a session.
- We are, of course, committed to sustainability. What else did you think?
- We firmly believe that working together is important, but that having fun together is even more so. That is why we regularly organise fun activities. (Please let us know if you have a talent for playing Santa Claus)
- We believe in responsibility. Also in yours. For example, you can take it to launch your own initiatives.
- We put our customers first. And because we are all customers somewhere, you already know what that means. That’s good.
- And the ever-important work-life balance? We keep it in the right place.

Naturally we have a competitive salary package for you. Click **here**(or apply) to discover what else we offer.