Digitribe - Major Incident Manager

Job Description

As a Major Incident Manager, you will ensure that the process for managing incidents run effectively and efficiently. You manage the main incidents, organize the operational crisis cell and report to management. Specifically, you distribute the data related to the process to the various ICT teams involved. You ensure that this process is followed, you monitor and analyze the service levels in order to escalate any deviations. If necessary, you intervene with the support teams and their managers. You will propose actions to improve the process and help develop the incident tracking tool (ServiceNow). You also lead the meeting for the management of incidents and their RCA with the managers of the ICT teams. You coordinate the members of the technical teams who intervene in the management of major incidents. You also manage relations with IT "
Customers"
in terms of their satisfaction with the service provided. You also manage relations with the various partner companies in terms of maintenance contracts and service levels.
You also work closely with those responsible for the ITSM processes:
Problem Management, Change Management, Release Management, ...
Finally, you set up indicators to ensure the efficiency of the process. You draw up periodic reports on the handling of incidents. You will carry out analyses of the causes, impact and recurrence, and will define and monitor improvement actions with the teams concerned.


Profile
You have a Bachelor's or Master's degree and have a broad knowledge of computer science. You also have practical experience with development, infrastructure management, ...
Knowledge of ITIL and/or an ITSM tool is a plus. (ServiceNow)
You have very good interpersonal skills, you communicate fluently with multidisciplinary teams and can lead meetings.
You handle problems conscientiously, methodically and constructively. You can work independently and take initiative to move things forward.
Your stress resistance allows you to deal with difficult situations.
You express yourself fluently in Dutch/French and have a good knowledge of English