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Problem/Incident Manager

Eingestellt von PROTEUS EUROPE

Gesuchte Skills: Support, Design

Projektbeschreibung

We are currently recruiting for a Problem/Incident Manager for our clients based in for a 6 month plus contract in Belgium

Description of the mission

The (the) candidate (e) incorporate the Directorate of Operations DTIC, especially ITSM team.
Reporting to the Service Delivery Manager, on (the) candidate (e) perform the following functions:

Mission # 1 - Design of the problem management process (to date nonexistent)
- Definition of the objective of the process as well as activities related to the process (detection, registration, categorization, investigation & diagnosis, ...)
- Definition of roles and responsibilities within the process (RACI)
- Definition of measures and process indicators (KPIs)
- Process integration in existing ITSM tool.

Mission # 2 - Guarantor (e) of the Problem Management process

- Ensure the effectiveness and efficiency of problem management process and if necessary to change,
- For its field of activities, ensure the drafting, implementation and optimization of working procedures and instructions (notification,

prioritization, categorization, climbing, ....) and in monitoring effective implementation,
- Provide information and training of technical teams (internal and/or external) on the problem management process,
- Ensure compliance with defined service levels,
- Develop and oversee the guarantors indicators of the efficiency of Problem Management process
- Propose actions to improve the problem management process from among others the analysis of the defined performance indicators,
- Identify and define possible improvements to ITSM tool.

Mission # 3 - Operational management problems

- To listen to users, support groups and more particularly the first line Service Desk (detection of problems)
- Analyze the incidents after their appearances (reactive mode) causes analysis, impacts and recurrences,
- Analyze potential incidents (preventive mode)
- Check traceability problems and the quality of entry tickets and interventions (quality and quantity control)
- Lead a regular meeting of the issue management with officials or representative teams of the DEX
- Monitor and analyze indicators to back up alerts on any deviations. If necessary, calculate the penalties,
- Establish periodic (weekly, monthly, yearly) on the treatment of problems,
- Follow the BMC consoles, outstanding tickets and escalations between groups and levels of support,
- Write problem reports on demand and as required by the Management,
- Devise reporting problems related to demand and the needs of Management and be able to comment/justify the results,
- Participate actively in the CAB.

Mission # 4 - Backup the head of the Incident Management process

Note that the mission # 4 supersedes the 3 previous missions in the absence of the head of the Incident Management process (continuity of service).
The tasks of the head of incident management processes are described in the job description L10B28 - M020_Fiche Mission IM.

Expected deliverables

For information, here is the type of deliverables that may be requested during the mission (non-exhaustive list):

Mission # 1 - Design of the Problem Management process
- Problem Management Process,
- Training materials,
- Performance indicators.

Mission # 2 - Guarantor (e) of the Problem Management process
- Procedures and work instructions,
- Performance indicators.

Mission # 3 - Operational management problems
- Minutes of meeting and action plan,
- Communication,
- Monitoring Report problems and action plan,
- Analysis of reported incidents (reactive mode), identification and registration problems
- Analysis of potential incidents (preventive mode), identifying and recording problems.

Mission # 4 - Backup the head of the Incident Management process

Note that the mission # 4 supersedes the 3 previous missions in the absence of the head of the Incident Management process (continuity of service).
The head of the expected deliverables from the incident management processes are described in the job description L10B28 - M020_Fiche Mission IM.

Expertise

The candidate should have the following skills:
- Have proven experience of incidents, risk and problems within an IT department,
- Hold the ITIL v3 Foundation Certification,
- Have a good knowledge of IT production environments and their problems in general
- Good knowledge and understanding of Business Object (creation and dissemination of reporting)
- Good capacity in preparation and conducting of meetings, phone meetings, including in an operational context of emergency or crisis,
- Ability to define and track action plans,
- Good interpersonal and listening Client,
- Autonomous but able to work in teams,
- Responsible,
- Respectful (to) rules, standards and procedures,
- Available,
- Dynamic,
- Rigorous (se),
- Methodical,
- Analytical and synthetic mind Capacity
- Constructive (ve)
- Ability to deal with difficult and complex situations,
- Resistant (e) to stress, ability to relativize,
- Ability to communicate and interact synergistically with both technical staff, users or their representatives

as well as with external suppliers,
- Very good command of both oral and written French.

A good knowledge of the SPW and its organization as well as functional and technical experience in the ticketing solution
BMC Remedy ARS (integration and configuration) are an asset to the mission.

Interested.

Indicate your availability and expected daily rate.

Projektdetails

  • Einsatzort:

    Namur, Belgien

  • Projektbeginn:

    asap

  • Projektdauer:

    Keine Angabe

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

PROTEUS EUROPE