Description :
As Incident and Problem coordinator you will be part of the Exploitation team responsible for the availability and continuity of application services and their operations. You will lead the resolution of major incidents and complex problems requiring coordination between several teams.
You will lead the root cause analysis (troubleshooting), the identification of work arounds, the identification of the definitive solutions, their implementations and related communication plans.
You take pride and ownership in delivering good service levels to customers. You are a result-oriented, self-propelling and well-structured team player that communicates & collaborates openly with other people and teams. You are disciplined in your work, respect people, processes & procedures and raise improvement opportunities. You provide a great service experience to your (internal) customers and achieve high levels of effectivity on daily service fulfillment.
Task description :
- Lead major incidents and complex problems requiring coordination with several teams
- Lead the root cause analysis / troubleshooting
- Lead the identification of the work around
- Lead the identification of the definitive solution
- Lead the implementation of work around and definitive solution
- Lead the communication plan towards the organization
- Apply incident and problem management processes and make proposal for improvements to the related process managers
- On regular basis, identify problem candidates in collaboration with several teams by analyzing incidents
- Report on monthly basis to the Exploitation Manager on the progress of problems and problem candidates
- Report on monthly basis to the Exploitation Manager lessons learnt managing major incidents
- Peep up with IT standards, innovations and share knowledge and experience
Job Context:
- You will report to the Exploitation Manager
- You will be on a long-term, full-time, on-site assignment 3 days per week, remote work 2 days per week
- You will lead occasional Out of Business Hours incidents
- You will participate to a 24×7 on-call availability roster in case of 2nd level escalations for high impact & high urgency production incidents
Essential Skills:
- A minimum 10 years of experience in an large technical and operational context
- Proven experience in Senior incident management (10.00 years) (Must have)
- Proved experience in ITIL environment (Must have)
- Proven experience in managing SLAs and SLOs (Should have)
- Good professional language skills in French, Dutch and English (Must have)
- You can deal with the complexity of incidents and problems, solutions or systems
- You can effectively lead and structure during a major incident
- You can apply AND facilitate RATIO methods, even under time pressure
- You can adopt an efficient approach to incidents and problems
- You can motivate and mobilize of involved experts
- Good understanding of Project / Task Management skills in an IT Service Management context
- Proven experience in Medior problem management (3.00 years) (Should have)
- Proven experience in root cause analysis (Should have)
