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Incident and Problem Manager

Inavise Tech

Posted on Mar 30, 2021 by Inavise Tech

Brussel, Belgium
IT
Immediate Start
Annual Salary
Contract/Project


Incident and Problem Manager

We are looking for an Incident and Problem Manager with at least 10 years of relevant experience and the necessary certificates. This role requires you to either be based in Belgium, or relocate. EU Citizenship is a requirement.

Requirements:

  • 10 years of IT experience

  • English and French are mandatory

  • Certificates: At least one ITIL V3/V4 Intermediate Module certification such as: Operational Support & Analysis, ITIL Service Lifecycle or ITIL Service Capability Modules (V3) (or be in an advanced stage of acquiring such certification). Alternatively: Practitioner Level certifications (V2 or V3)

  • Strong Incident/Problem Management skills

  • Good IT technical skills with fair knowledge on the application side (ServiceNow, Office 365, MS Windows )

  • Experience in business process modelling (ARIS BPM tool or equivalent)

  • Experience in IT Service Management suite of products

  • Strong communication and negotiation skills, analytical skills, strong interpersonal and management skills.

  • Technical knowledge - good knowledge and/or understanding of relevant technical matters related to the scope of both the process and the delivered support services

  • Learning skills - able to acquire, assimilate and rapidly apply both technical and non-technical matters, and to transfer them to colleagues (coaching/advisory).

Job Description:

  • Process design and Documentation

  • Propose criteria selection and customization of tooling

  • Review on adequate basis KPIs definition and make sure those KPIs are tracked

  • Oversee that all incidents and escalations identified are handled accordingly to the SLO and service quality criteria. During the business hours he/she will be the escalation point to expedite the resolution of Major incident (P1/P2)

  • Incidents and Problems are reported and managed through review meetings with the Process owners and the support organization (IMO/Service Desk/Proximity)

  • Preparation of Incident and Problem feedback reports (such as Major Incidents, root cause analysis, post mortems ) to Customer

  • Processes sourcing according to the service windows

  • Training of the business and IT stakeholder.

  • Participation to Service Level Management presentations to the attention of the senior management team

Apply now to speak with the team!




Reference: 1145354573

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