Incident Manager Expert
il y a 11 heures
**Role: Incident Manager Expert**
**Location: Brussels, Belgium**
**Language: English, Dutch and French**
**Description**:
**Major Incident Manager**
**Function description**
The IT Incident Manager is responsible for the smooth functioning of the incident process, takes on escalated and exceptional infrastructure-related incidents, managing the reporting of these incidents and proposes structural improvements, when necessary.
The objective of the incident process is to ensure resolution of the IT incident within the best achievable time-frame, with the best possible quality and with the constant aim of limiting the impact to the business, as far as is possible.
The Squad also takes care of the monitoring of escalated incidents in the non-production environment, although this does have a lower priority than production.
**You will be responsible, together with your colleagues, for**:
The End-to-End (E2E) monitoring of a major incident, up to and including its resolution, collaborating with all the incident process stakeholders, the technical domains of IT and BP²I (our BNPP Group Infrastructure Service partner), the developers, the E2E incident managers and all the other
The acceptance and activation of an escalation (in line with pre-set “escalation levels”, based on the incident impact and the urgency of the incident).
The coordination of escalated incidents, the activation and coordination of a crisis meeting, and the monitoring of the incident-related actions in order to restore service as soon as possible.
Ensuring communication within the IT organization and to the internal customers with respect to the status of an incident, and according to a communication matrix which is formulated within the incident process.
Creating a PIR (Post-Incident Report) for high-impact incidents: this includes a description of the incident, the impact, the actions undertaken and the lessons that the manager has been able to draw from the incident.
**Language requirements**
Dutch
Basic knowledge, orally (optional)
French
Good knowledge, both orally and in writing
English
Good knowledge, both orally and in writing
**Education**
Bachelor or Master diploma, or equivalent through experience.
**Certification**
ITIL certified
**Travel**
N/A
**Telework**
Expectation: 50% on site & 50% homeworking
**Required experience / knowledge**
At least 6 years of relevant experience as Incident manager
(Having worked as incident manager in a user support center is not a valid experience - we're in this case talking about difficult, transversal incidents where )
**Technical experience mandatory**
You have good technology and multi-platform knowledge that enables you to understand the dependencies involved within a specific IT architecture.
**Business experience mandatory**
Experience as an IMOD in a banking environment is an added value.
**Soft skills**
You are eager to learn about new technologies.
You are dynamic, accurate, pro-active, work independently, and you are above all a very good team player.
You are undoubtedly customer and results-oriented, and you get fulfillment in your job through restoring services while limiting impact to business.
You have the skills to organize, define priorities, formulate action plans and to follow them through efficiently.
You can manage a meeting in front of a large audience.
You know how to turn stress into positive energy.
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