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Joris Vivijs

Incident Manager

Solliciteer voor deze job

Vacature: 848

Functieomschrijving

The principal mission of Incident Management is:

Responsible for applying and respecting the incident management process to ensure timely resolution of (escalated) IT incidents on production environments.

Performs coordination & communication about major escalated incidents (potentially) impacting E2E Operations, Retail & Private Banking and/or their internal/external customers.

The Incident Manager will be acting as the central point for escalation.

Monitors all incidents, provides reporting and ensures that the KPIs are respected.

Ensuring adequate communication with Business & (Senior) Management levels.

He/she coordinates the resolution of escalated incidents and acts as a key player in terms of impact assessment.

He/she is the guardian of the Incident process it entails creation of the new incident management processes and improvement of existing.

The main focus is on restoring the service as soon as possible with minimal impact for the business.

He/she will have close collaboration with Problem Management, Change Management.

Vereisten

Ideal profile

Education: Bachelor/Master in IT or in other with experience in IT

Languages French, Dutch and English Fluent

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

Soft skills

Stress resistant, able to manage crisis situations

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 environment

Stress resistant, able to manage crisis situations

Preferable

Technical skills: programming languages, hardware, software, networking, etc.

Processes: ITIL

System administration: experience running, administering and maintaining IT systems

Customer service: experience working with users to understand and resolve issues

Empathetic listening: the ability to convince the user the incident manager cares about what he or she is experiencing

Pattern and dependency recognition: identifying issues based on patterns and events

Knowledge of bank environment and services

Autonomy, commitment and perseverance (in organizing, priority setting, action monitoring)

Ability to work in a dynamic and multi-cultural environment

Solliciteer voor deze job
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