The IT Incident Manager is responsible for the smooth functioning of the incident process,  takes on escalated and exceptional infrastructure-related incidents, managing the reporting of these incidents and proposes structural improvements, when necessary.

The objective of the incident process is to ensure resolution of the IT incident within the best achievable time-frame, with the best possible quality and with the constant aim of limiting the impact to the business, as far as is possible.

The Squad also takes care of the monitoring of escalated incidents in the non-production environment, although this does have a lower priority than production.

Tasks

• The End-to-End (E2E) monitoring of a major incident, up to and including its resolution, collaborating with all the incident process stakeholders, the technical domains of IT and our Infrastructure Service partner, the developers, the E2E incident managers and all the other entities

• The acceptance and activation of an escalation (in line with pre-set “escalation levels”, based on the incident impact and the urgency of the incident).

• The coordination of escalated incidents, the activation and coordination of a crisis meeting, and the monitoring of the incident-related actions in order to restore service as soon as possible.

• Ensuring communication within the IT organization and to the internal customers with respect to the status of an incident, and according to a communication matrix which is formulated within the incident process.

• Creating a PIR (Post-Incident Report) for high-impact incidents: this includes a description of the incident, the impact, the actions undertaken and the lessons that the manager has been able to draw from the incident.

• Creating “Problem Candidates” with the objective of: completing root-cause analysis, a description of possible structural solutions and the implementation of these solutions; thereby potentially avoiding repeated incidents.

• Contribute to the creation of weekly/monthly reports of all these incidents as they relate to infrastructure or IT applications, trend analyses and “lessons learned”

Ideal Profile

• Language: Dutch - Basic knowledge, orally (optional); French & English - Good knowledge, both orally and in writing

• Education: Bachelor or Master diploma, or equivalent through experience.

• Certification: ITIL certified

Required experience / knowledge   

• At least 6 years of relevant experience as Incident manager (Having worked as incident manager in a user support center is not a valid experience - we're in this case talking about difficult, transversal incidents)

Technical experience     

Mandatory 

• You have good technology and multi-platform knowledge that enables you to understand the dependencies involved within a specific IT architecture.

Business experience      

Mandatory 

• Experience as an IMOD in a banking environment is an added value. 

Soft skills   

• You are eager to learn about new technologies.

• You are dynamic, accurate, pro-active, work independently, and you are above all a very good team player.

• You are undoubtedly customer and results-oriented, and you get fulfillment in your job through restoring services while limiting impact to business.

• You have the skills to organize, define priorities, formulate action plans and to follow them through efficiently.

• You can manage a meeting in front of a large audience.

• You know how to turn stress into positive energy.