IT Incident Manager for Production

Context
IT Servicing & Production / IT Incident & Service Improvement Management .

Function Description
The IT Incident Manager is the central point for escalation.
He coordinates the resolution of escalated incidents on a 7d/7 and 24h/24 basis, manages the reporting, coordinates the root cause analysis and proposes structural improvements where needed
The IT Incident Manager will need to follow strict process & ensure adequate communication at Business & IT management levels
He is the guardian of the Incident process.
One focus: Quick restore of service with No loss of data and targeting "No major incident for the business"

Start Date 1-Jan-2017
Duration 6 months

Location
Brussels

Required knowledge / Experience

Level of education required
Bachelor/Master in IT or in other with experience in IT

Languages Requirement
French Fluent
Dutch Fluent
English Fluent

Experience
Min. 3 years' experience in IT, incident management process (and other related ITIL processes) and its application in a service organization

Technical Experience
Mandatory
ITIL Certification

Preferable
IT General Knowledge

Business Experience
Mandatory
Experience within a large IT organization

Preferable
Knowledge of bank environment and services

Soft skills
° Team player
° Quick self-starter, pro-active attitude
° Ready to go the extra mile
° Good analytical and synthesis skills
° Good communication and influencing skills
° Autonomy, commitment and perseverance (in organizing, priority setting, action monitoring)
° Ability to work in a dynamic and multi-cultural envi