Major Incident Manager

Start Date: Immediate

End Date: To be determined

Location: Brussels

Responsibilities:

• Chair the War-room during critical incidents and manage their resolution.
• Expedite the resolution of outages by engaging the appropriate teams and communicating with stakeholders and senior management.
• Minimize the adverse impact on business caused by infrastructure events and prevent recurrence through root cause analysis and follow-up actions.
• Continuously enhance knowledge of industry standards in incident management to propose improvements.
• Ensure regular communication on both business and technical levels.
• Monitor the quality of business communication during major incidents.

Qualifications and Experience:

• Over 10 years of experience in a similar role.
• Strong technical background in infrastructure and applications.
• Proven leadership presence under pressure and ability to work under stress and time constraints.
• Outstanding interpersonal and organizational skills for smooth cooperation with diverse stakeholders.
• Experience in handling complex situations and escalations.
• Excellent oral and written communication skills in Dutch, French, and English.
• Experience working in an ITIL best practice framework environment.
• Knowledge of IT infrastructure and application technologies.
• Analytical skills with experience in root cause analysis tools and techniques.
• Flexibility is required, but 24/7 availability is not necessary.

Service Management Role:

• Participate in the service management team, owning ITSM processes including incident, problem, change, and release processes.
• Engage in daily operations, especially regarding Incident and Problem management.
• Coordinate high-profile problems, particularly those involving cross-team activities or high urgency.
• Strong ICT background (infrastructure, development, project) to facilitate interaction with ICT stakeholders.
• Excellent communication and presentation skills.
• Deep theoretical and practical ITIL knowledge with proven experience in implementing ITIL processes.
• Agile mindset and attitude, with the team organized in an agile 'scrum' way.
• This is a hands-on role, not a coaching role.