IT Incident Manager

The Contraste Europe Group builds strong relations with its clients. It offers a range of IT services such as: Advisory, Solutions, Applications and Infrastructure. The Group’s sector focus is with finance, utilities, public institutions and non-commercial organisations. We are operating on three countries located in Belgium, Luxemburg and France.

For one of our major clients in the financial sector, we are looking for an IT Incident Manager.

Category

Infrastructure Services

Function

Consultant (Specialist)
Helpdesk / Support
System Engineer / Administrator

Language(s)

Dutch
English
French

Reference

190520/02

Location

Brussels - Belgium

We offer

  • A challenging position in a fast growing company with an international presence.
  • A stimulating working environment with a really good team spirit maintained by lots of internal events (teambuilding, ...).
  • A dynamic culture focused on personal development.
  • A wide range of training and career development opportunities.

Your profile

  • Languages (both orally and in wtiring):
    • English: Fluent
    • Dutch: Professional Level
    • French: Professional Level
  • Education:
    • Bachelor or Master diploma in Informatics
    • Some year of experience and expertise in IT Infrastructure
    • Service Management
    • Incident and Problem Management
  • Certification: ITIL
  • Travel: none or limited to Paris
  • Required experience:
    • 3 years of experience as Incident Manager
  • Skills:
    • You have good technology and multi-platform knowledge that enables you to understand the dependencies involved within a specific IT architecture.
    • You are open for and are eager to learn about new technologies.
    • You are dynamic, accurate, pro-active, work independently, and you are above all a very good team player.
    • You are undoubtedly customer and results-oriented, and you get fulfilment in your job through restoring services while limiting impact to business.
    • You have the skills to organize, define priorities, formulate action plans and to follow them through efficiently.
    • You can manage a crisis cell, either independently, or working with the Manager on Duty.
    • You are very flexible (On duty/On-call periods with potential activation during the night, the weekends and also on national holidays).
    • You know how to turn stress into positive energy.

Your role

Context:

 

The "IT Incident Management” team is responsible for the smooth functioning of the incident process. The IT incident managers take on escalated and exceptional infrastructure-related incidents, managing the reporting of these incidents and proposed structural improvements, when necessary.
The objective of the incident process is to ensure resolution of the IT incident within the best achievable time-frame, with the best possible quality and with the constant aim of limiting the impact to the business, as far as is possible.
The
team also takes care of the monitoring of escalated incidents in the non-output environment, although this does have a lower priority than output.

 

Your Role:
 

An Incident Manager monitors all incidents, and in every escalated case the Incident Manager brings together and manages a crisis team of IT specialists, in collaboration with Business End-to-End Incident representatives.
 
You will be responsible for:

  • End-to-End (E2E) monitoring of an incident, up to and including its resolution, collaborating with all the incident process stakeholders, the technical, the developers, the E2E incident managers,…
  • Acceptance and activation of an escalation (in line with pre-set “escalation levels”, based on the incident impact and the urgency of the incident).
  • Coordination of escalated incidents, the activation and coordination of a crisis meeting, and the monitoring of the incident-related actions in order to restore service as soon as possible.
  • Ensuring communication within the IT organization and to the internal customers with respect to the status of an incident, and according to a communication matrix which is formulated within the incident process.
  • Creating and providing reporting regarding escalated incidents in our Service Management Tool HP SM9.
  • Creating a PIR (Post-Incident Report) for high-impact incidents: this includes a description of the incident, the impact, the actions undertaken and the lessons that the manager has been able to draw from the incident.
  • Creating “Problem Candidates” with the objective of: completing root-cause analysis, a description of possible structural solutions and the implementation of these solutions; thereby potentially avoiding repeat incidents.
  • Performing quality analysis of incident solutions in order to formulate action plans for improving incident processes.
  • Contribute to the creation of weekly/monthly reports of all these incidents as they relate to infrastructure or IT applications, trend analyses and “lessons learned”.