Incident and Problem Manager Reference number: 2348

  • Online since: 21-06-2022
  • Sector: Finance

Job description

We are looking for an Incident Manager for an international company in finance in Brussels.

We seek an enthusiastic engineer with a passion for data and digitalisation to ensure that all demands from our businesses and related to different transformation and digitalisation programmes are implemented within the expected timelines and with expected quality.

You are working as a core member of a platform squad with key responsibilities on our Document and content Services shared platform. This platform is providing services to different countries and entities within the group. Therefore, a close collaboration within and across the squads and with the consumer is of crucial importance for you.

You are acting as Incident and Problem Manager being responsible for the availability of the services our shared platform is delivering, you identify and analyse problems and take the lead in solving incidents by collaborating with the different squads and tribes involved.

You do also act as Service manager by creating ad-hoc dashboards to report on the performance of our ITIL processes and availability of the services we are supporting.

What you'll do

  • Incident Management, Problem Management & Service Management
  • Overseeing the Incident Management process and team members involved in resolving the incidents.
  • Responding to a reported service incident, identifying the cause, and initiating the Incident Management process.
  • Prioritizing incidents according to their urgency and influence on the business.
  • Logging all incidents and their resolution to see if there are recurring malfunctions.
  • Communicating with upper management if major issues are found in the IT system.
  • Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
  • Monitoring Incident Management performance metrics and Key Performance Indicators (KPIs)
  • Pro-actively identifying recurrent issues and trends.
  • Facilitating and participating in Problem Management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues.
  • Organising and chairing Problem Investigation and Problem Review Meetings.
  • Adjusting the Problem Management process as required to ensure its effectiveness.
  • Monitoring Problem Management performance metrics and Key Performance Indicators (KPIs).
  • Helping in the the identification, documentation, and implementation of Service Level Requirements and Agreements.
  • Producing of performance and availability dashboards to report on the respect of these Service level Agreements.
  • Producing dashboards reporting on the efficiency of our ITIL processes.

Required skills

  • 5-7 years of experience in ITIL management activities in large organisations
  • Basic knowledge of Java, APIs, Oracle, database and middleware (nice to have)
  • Hands on experience on OpenText frameworks (Documentum upgrade(s)/Installation(s), support of business journeys, DQL, accesses management, …) (really nice to have),
  • The ability to lead a team of 3 to 5 ITIL engineers
  • The agile mindset to join Scrum driven projects in a polyvalent DevOps squad
  • Knowledge of excellent English (French /Dutch nice to have ).

What's in it for you?

  • Possibility of 50 % work from home on the basis of a team agreement
  • Office in Etterbeek (Brussels)
Apply now
Laura Bral Recruiter
02 629 77 72
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