For a client, we are looking for a consultant to strengthen the Incident, Problem & Crisis Management team. The consultant will be part of a team of 3 and will be responsible for monitoring and coordinating both operational incidents and crisis situations.

Start Date: 01/06

Duration: Until the end of this year (possible extension)

Languages: French and English are an absolute requirement

Role and Responsibilities:

Incident Manager:

• Manage incidents affecting service quality, from creation to resolution.
• Collaborate with a team of 3 to ensure each incident is handled according to the correct priority level and agreed process.
• Communicate with the business and follow up on progress until recovery.
• Organize and coordinate crisis units during major incidents.
• Identify and follow up on recurring incidents as potential problems.

Main Responsibilities:

1. Incident Management:
   • Manage incidents throughout the entire lifecycle.
   • Initiate solutions to meet SLA’s / OLA’s.
   • Contribute to an up-to-date and visible incident knowledge base.
   • Handle incidents according to their priority level.
   • Regularly inform all parties involved about the progress of the solution.
2. Crisis Management:
   • Participate in the IMOD (Incident Manager on Duty) permanence – one week per month (24/7) for critical applications.
   • Organize and lead crisis management teams.
   • Communicate with top management during the resolution of critical incidents.
   • Regularly update all stakeholders on progress.
3. Compliance with incident and problem management processes:
   • Ensure the incident process is followed from creation to resolution.
   • Proactively contribute to the improvement of the incident process.
   • Create and follow up on problems with recurring incidents.
   • Ensure compliance with the entire problem management process.
   • Prepare and lead incident review meetings.