Description
Incident Manager (French OR Dutch)
One of my multinaional clients is currently looking for an Incident Manager to work on a long term contract in Brussels, Belgium.
We are looking for a consultant that speaks French OR Ducth fluently.
Please below the skills we are ideally looking for:
. Operationally run the MIM Process
. Reviews escalated incidents, and takes appropriate action such as assigning an incident owner.
. Creates and maintains IM process document
. Provides adequate process training for the support team members if required.
. Track and follow up for closure
. Follow up for Pending/Aging Incidents on on-going basis.
. Ensure the incidents are resolved within the agreed SLA's
. Track compliance to Customer Satisfaction Survey and push for higher sample of CSS
. Manages support staff performance of the Service Desk Function
. Creates and executes action plans when necessary to ensure continuous improvement
. Ensures that incidents are resolved through the standard Incident Management process
. Ensure timely updating Major Incident Criteria
. Ensure timely updating list of Stakeholder Matrix in place
. Coordinates among various teams/groups/organization for resolution
. Opens the communication channel at the time of crisis
. Determines appropriate stakeholders for communication updates
. Determines contents of the communication
. Provides Major Incident Report
. Proposes improvements in service delivery, processes, and infrastructure
Apply ASAP in order to further discuss this opportunity!