Description
Incident Manager - BrusselsOur client based in Brussels has a fantastic 6 month initial contract opportunity for an Incident Manager.
You will be responsible for:
You take ownership of the overall incident management process related to end-user computing;
You make sure that the Service Desk agents, second, third level support and onsite teams act according to the right priority and to the correct incident process;
You make sure that incidents are escalated correctly to the next support levels;
You are responsible to monitor and to analyse actual performance against Service Levels and initiate and follow up necessary actions accordingly,
You create and maintain procedures and scripts in the knowledge base in order to improve knowledge, quality of service and user satisfaction;
You take the responsibility to act in accordance with the agreed SLA contract with the customer;
You monitor and report on service delivered against SLA's (KPI based), report to the SDM on a regular and ad hoc base and prepare the input for the governance meetings;
You think and take action with the client in order to continuously improve the quality level of service;
Experience and skills:
Bachelor level degree or equivalent through experience
Strong and proven incident management experience in outsourced Service contracts
ITIL concepts are part of your daily work, you manage to apply them into practice and convince others of the added value
Independent diplomatic personality
Experience in infrastructure and end-user computing environments
Fluent in French, English, and Dutch
Willing to travel to Morocco on a regular basis.
Start date: ASAP
For more information please apply.