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Process Manager - Incident and Problem Management

Eingestellt von PROTEUS EUROPE

Gesuchte Skills: Support, Client

Projektbeschreibung

Proteus Europe is searching for a Process manager - Incident and Problem management for a 3 month+ contract role based in Brussels, Belgium.

Your New role:- OBJECTIVE:

To manage and provide support (verification, monitoring, implementation of standard and pre-approved changes, management and resolution of incidents) for IT applications on the different IT platforms with a view to guaranteeing maximum availability of systems and applications for staff and customers.

MAIN ACTIVITIES:

Incident management:

- Handles incident tickets based on own knowledge of and insight into the Business, and evaluates these tickets and prioritises them appropriately;
- independently resolves incidents, mainly based on experience gained and knowledge accrued, and partly by applying procedures; escalates incidents whenever required;
- acts as an intermediary in the finding of solutions to incidents with a view to complying with defined service level agreements; gives feedback;
- reports recurring incidents by creating Problem tickets;
- helps resolve incidents and problems with a greater level of complexity.

Problem management:

- To improve overall availability of services by proactively identifying Problems
- Identifies the underlying root cause of a Problem and initiate the most appropriate Problem solution
- Ensures a full historical description and updates Problem list

Service Request Management:

- ensure the follow up of requests for information or advice coming from users

Supports projects ie in testing
- Ensures IT infrastructures are secure:
- participates in overseeing compliance with security regulations regarding authorisations and access levels for different systems, as well as IT rooms;
- Keeps knowledge up to date and shares it:
- continuously gathers information about ING applications and technologies, and shares knowledge internally;
- familiarises him/herself with new monitoring software and tools;
- takes internal/external training courses, and studies new procedures; compiles internal technical files and updates these.

Your Skills and experience:- Essential Skills:- Scope of responsibility:

o Guaranteeing maximum availability of systems and applications on several IT platforms through monitoring and proactive checks.
o Incident and Service Request Fulfilment Management.
o Updating and sharing knowledge.
o Great responsibility for correct assessment of the impact of an incident,
factoring in the possible connection between the different IT platforms and Business applications.

Know-how and complexity:

- Knowledge at Bachelors level or similar level based on experience.min. 2 years of work experience.
- Knowledge of the applications and their mutual interactions within ING.
- Knowledge of the organisation and its structure.
- Knowledge of IT protocols.
- Knowledge of the Incident Management process.
- Knowledge of the Change Management process.
- Written and spoken English skills.

Problem solving:

o Constantly evolving and increasing complexity of the different IT platforms and IT
structure within ING as a whole.
o Correct ana1ysis and assessment of alerts/events. Identifying and prioritising actual incidents based on that analysis.
o Broad basic knowledge of several IT systems within ING. If necessary, with a focus on a specific aspect thereof.
o Ability to manage several urgent incidents simultaneously, mainly drawing on own knowledge accrued/experience gained, partly through procedures, and always in compliance with defined service level agreements.
o Ability to set priorities in the sequence of execution of the different tasks.
o Analysing outstanding incident tickets in the role of Incident Controller, and taking
the actions required to resolve these incidents to ensure compliance with the defined service level agreements.
o Adheres to internal regulations, procedures and processes. In the absence of
procedures, he/she will rely on his own expertise accrued and experience gained, and resort to escalation if need be.
o Will be under the pressure of time when collaboration with both internal and
external departments is required, for the more complex incidents, and this mainly
outside office hours.

Communication and consultation:

Internal contacts:

- Very frequent contacts with the different support groups for information exchange, training requests and corresponding planning, incident review and preparation of sensitive interventions;
- Contacting Major Incident Management, Problem and Incident managers, Incident controllers as well as all stakeholders, in case of high-priority incidents in order to come to a solution;
- Issues advice for the preparation of sensitive interventions involving the Master Control Room.

Desirable Skills:- - Stress resistant.
- Good team player.
- Proactivity which requires good analytics skills (a former functional/data analyst or a technical profile with strong experience with Business processes).

Proteus Europe operates in partnership with our candidates by building strong and lasting relationships at all levels. If you apply for this role, we will:

- Contact you within one week to discuss your current situation and suitability for this role.
- Keep searching for other suitable positions should this role not be right for you.
- Keep you informed at every stage of the recruitment process.
- Actively follow up with our client on your behalf to gain useful feedback throughout the process.

Projektdetails

  • Einsatzort:

    Brussel, Belgien

  • Projektbeginn:

    asap

  • Projektdauer:

    3 months+

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

PROTEUS EUROPE