Incident Manager

Description

Incident Manager
Location: Diegem
Jobdescription
Are client is in the middle of a disentanglement process and has moved to a new separate office in Diegem. Part of the disentanglement is the development and implementation of ITSM-processes (Incident-, Change, Config, Problem etc).
We are looking for an Incident- and Escalation manager that also can help within other processes.
Another part of the job is to function as a backup for our Security Officer.
The candidate will be working in IT-operations and reports to the Run Manager IT-Infra.
• Managing the Incident Management process
o Managing the process
o Coach and assist the Local Service Desk staff
o Reporting to IT-Management
• Managing the Escalation Management process
o Managing the process
o Issue, chase and manage escalations
o Reporting to IT-Management
• As backup for the Security Officer
o Diverse process related tasks
o Administrative tasks
o Limited user access management tasks
• Assisting other process managers (Change, Config, Request, etc).
Skills
• Very customer centric
• Enthusiastic and strong persuasive skills
• Experienced (ITIL-) Incident and Escalation manager
• Good knowledge of other operational ITIL-processes (minimum ITIL Foundation certificate)
• Experience with assisting with implementation of IT processes in small/medium companies (400 employees).
• Experience with managing small teams
• Reporting and presentation skills
• Experience with financial sector is a pro.
• Affinity with IT INFRA and or ITSM is a pro
• Management soft skills: Excellent communication, good stress handling, flexibility, persuasive, enthusiastic, positive, solution oriented…