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Incident Manager

Inavise Tech

Posted on Nov 17, 2021 by Inavise Tech

Brussel, Belgium
Immediate Start
€590 - €590 Daily

Are you an Incident Manager with 5+ years of experience in ITSM systems and ITIL? We are looking for an Incident Manager for a long-term contract in Belgium.


  • 5+ years of experience with ITSM processes
  • Experience with ServiceNow or other ITSM systems
  • ITIL v3/v4 Certificate (desirable)
  • Infrastructure knowledge (desirable)
  • Willing to work on a standby duty for critical Incidents
  • Languages: English and Dutch (mandatory)

Job Description:

  • Create and maintain a master priority Matrix and distribute it
  • Defines Incident escalation deadlines and distributes them
  • Manage the escalation path and diffusion
  • Monitors overall ticket SLAs on a daily basis and reports status to the Service Delivery Manager.
  • Performs the orchestration monitor.
  • Indicates which process, tool and interface specifications each ICT Service Provider must comply with.
  • Monitors and manages compliance of ICT Service Providers within the Ecosystem of the Incident management process, procedures and policies.
  • Ensures that all ICT Service Providers comply with the Incident management process and policy.
  • Provides tooling and process requirements for service providers to meet.
  • Distributes the Major Incident Report (MIR) template to the ICT Service Providers to implement, guide and improve the Incident Management Process
  • Facilitates the Critical Incident review.
  • Assists and supports the ICT Service Providers in involving other stakeholders in Incident investigation and resolution
  • Monitors the overall Incident SLA (which can be composed of individual ICT Service Provider SLAs) for Incident Resolution activities.
  • Tracks and aggregates periodic Incident reports and data feeds from other Service Providers to generate end-to-end Incident reports, reconcile and resolve any data inconsistencies.
  • Provides support for other service integration processes supported by Incident Management Process.
  • Monitors and evaluates process compliance.
  • Complies with the Incident management process for service integration.

Apply now to speak with the team!

Reference: 1402528693

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