Description
Incident Manager - Brussels, Belgium - French and English speaking
(Incident Manager)
One of our Blue Chip Clients is urgently looking for an Incident Manager.
Please find some details below:
Description:
An Incident Manager has the following objectives:
Monitor the resolution of open incidents and take the necessary actions in order to achieve SLOs/SLAs.
Monitor resolution life cycle:
o Ensure incidents are handled according to process policies, guidelines and procedures.
o Verify that necessary resources are available and working on the resolution,
o Facilitate communications between process stakeholders and keep them informed (Incident Initiator ),
o Evaluate whether an escalation is necessary and in this case, initiate it.
o When the monitored incident is perceived simultaneously by multiple users, create a ticket in the Service Management Tool and collect necessary information.
o Promote transfer of knowledge towards support lines.
o Address recurrent incidents to the problem management.
o Provide feedback to the Process Owner to improve the Incident Process quality.
Coordinate escalation actions:
o Check content of the incident record that has been proposed for escalation.
o Confirm escalation and communicate escalation level.
o Manage escalation according to defined procedure
On call duty - mandatory ! 1 week every 4 to 5 weeks.
Contract to start as per 3 months, to be extended up to 5 years.
Languages: French/English
Please send CV for full details and immediate interviews. We are a preferred supplier to the client.