Job Title: Major Incident and Problem Manager

Location: Brussels

Start Date: As soon as possible

Duration: 12 months (with the possibility of extension depending on project evolution)

Responsibilities:

• Manage the lifecycle of all high-priority incidents and associated communications.
• Declare critical incidents and take ownership through to resolution.
• Conduct root cause investigations and implement fixes.
• Communicate effectively with all stakeholders regarding the status of major incidents or problem tickets.
• Prepare and run Major Incident Reviews, Major Problem calls, and Problem closure calls.
• Work collaboratively with teams from other disciplines to ensure service is swiftly restored and stabilized.
• Participate in audits as required.

Required Qualifications and Experience:

• ITIL Foundation qualification/knowledge or equivalent.
• Excellent working knowledge of service management processes (Incident, Problem, and Change Management).
• Exceptional communication skills and the ability to influence at all levels.
• Strong customer service skills with the ability to manage customer expectations proactively.
• Strong time management, efficiency, and organizational skills.
• Ability to work independently and under pressure.
• Strong report writing and analytical skills.
• Ability to negotiate in difficult situations and manage conflict effectively.
• Experience in assessing and determining the business impact of incidents.
• Ability to step up and offer support outside normal hours if required.

Language Proficiency Requirements:

• English: Good (Speaking, Reading, Writing)
• Dutch: Fluent (Speaking, Reading, Writing)
• French: Fluent (Speaking, Reading, Writing)

Remarks:

The successful candidate will work as an individual within a team to ensure that all high-priority incidents and problem tickets are managed effectively. The role requires a proactive, self-motivated individual who can work in a fast-paced environment and is comfortable communicating with stakeholders at all levels.