Incident Manager
at Community Consulting
Anderlecht, Région de Bruxelles-Capitale - Brussels Hoofdstedelijk Gewest, Belgium -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 09 Oct, 2024 | Not Specified | 10 Jul, 2024 | N/A | Windows,Analytical Skills,Oral Communication,Linux,It,Administrative Skills | No | No |
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Description:
Primary Tasks and responsibilities
- Analyse open incidents structurally (ticket system) in all support lines based on existing dashboards and reports
- Suggest structural improvements to Service Desk staff (1st support line) to achieve the highest standards of service quality delivered to our customers
- Suggest day-to-day improvements to the Service Desk (1st support line) for better management of incoming incidents
- Present, at regular intervals, existing process incident management dashboards/reportings to the organisation’s management or stakeholders
- Suggest structural improvements to IT management in terms of governance and process incident management, and any improvements to avoid or reduce the number of production incidents
- Ensure follow-up of the oldest open production incidents (follow up with the relevant support team, organise meetings with the requesting customer, etc.)
- Act as the escalation point for any open incident/service request or customer complaint, and follow it up until resolution
- Organise exceptional campaigns to clean up open incidents with support teams, with a mandate from his/her management
- Help design new Process Incident Management reports to better understand the reality of the field
- Act as a back-up during the absence of the Major Incident Manager, coordinating production incidents (from P1 to P2) until their resolution, in compliance with the major incident process and our support SLAs
- Work closely with the Major Incident Manager on major and non-major production incidents
- Work closely with the Problem Manager (who belongs to the same team) to ensure that adjacent problems are followed up and structurally resolved; the aim being to avoid any recurrence of a production incident (major or non-major)
- Participate in the evaluation of the effectiveness of our support processes and models as part of the SIP (Service Improvement Plan)
- Answer questions from the Tribe Manager or a member of IT management with a brief explanation of a major production incident in progress
Secondary Tasks and responsibilities
- Stakeholder management
- Reporting & Administration
- Planning and Program management
Technical profile requirements
- min 5yrs experience in a similar position
- High-level technical knowledge of IT (Windows, Linux, network, etc.)
- Very good knowledge of MS Office tools
Non-Technical profile requirements
- Good oral communication and writing skills
- Be customer and solution oriented
- Ability to synthesise information and excellent analytical skills
- Good organisational and administrative skills
- Ability to take the lead in a crisis meeting (conductor)
- Resistant to stress and able to control emotions
- Assertive when necessary
Methodology/Certification requirements
- a bachelor’s degree or equivalent experience (minimum 3 years as an Incident Manager or Major Incident Manager in an IT company or service in an ITIL environment)
- at least ITIL V3 or V4 Foundation certification
Language proficiencies
- Language skills: FR/NL and a good level of English (especially written)
How To Apply:
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Responsibilities:
Primary Tasks and responsibilities
- Analyse open incidents structurally (ticket system) in all support lines based on existing dashboards and reports
- Suggest structural improvements to Service Desk staff (1st support line) to achieve the highest standards of service quality delivered to our customers
- Suggest day-to-day improvements to the Service Desk (1st support line) for better management of incoming incidents
- Present, at regular intervals, existing process incident management dashboards/reportings to the organisation’s management or stakeholders
- Suggest structural improvements to IT management in terms of governance and process incident management, and any improvements to avoid or reduce the number of production incidents
- Ensure follow-up of the oldest open production incidents (follow up with the relevant support team, organise meetings with the requesting customer, etc.)
- Act as the escalation point for any open incident/service request or customer complaint, and follow it up until resolution
- Organise exceptional campaigns to clean up open incidents with support teams, with a mandate from his/her management
- Help design new Process Incident Management reports to better understand the reality of the field
- Act as a back-up during the absence of the Major Incident Manager, coordinating production incidents (from P1 to P2) until their resolution, in compliance with the major incident process and our support SLAs
- Work closely with the Major Incident Manager on major and non-major production incidents
- Work closely with the Problem Manager (who belongs to the same team) to ensure that adjacent problems are followed up and structurally resolved; the aim being to avoid any recurrence of a production incident (major or non-major)
- Participate in the evaluation of the effectiveness of our support processes and models as part of the SIP (Service Improvement Plan)
- Answer questions from the Tribe Manager or a member of IT management with a brief explanation of a major production incident in progres
Secondary Tasks and responsibilities
- Stakeholder management
- Reporting & Administration
- Planning and Program managemen
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Information Technology/IT
IT - Hardware / Telecom / Technical Staff / Support
IT
Graduate
An itil environment
Proficient
1
Anderlecht, Belgium