Incident Manager

Responsibilities

• You lead and manage major IT incidents (P1, BCIS and PERT) with a focus on restoring service for internal and external customers.
• You assess the service and customer impact.
• You coordinate and steer troubleshooting efforts by bringing together appropriate teams.
• You ensure fast clearance of customer impact.
• You apply the escalation process, both internally and towards external partners.
• You communicate clearly and timely about service impact, root cause, and progress of resolution.
• You act as the communication SPOC during the incident lifetime.
• You prepare post-incident debriefing meetings to take preventive actions and follow up on long term actions.
• You participate in projects to improve monitoring, alarming, tooling, documentation and other ITIL processes.
• You follow and respect defined processes (ex. Incident-, Change- & Problem Mgmt)
• You create and update the Incident Managers Disaster Recovery Plan with associated Disaster Recovery Solutions (runbook)
• You continuously seeking ways to improve the incident management process, aiming to decrease incident resolution time and increase overall efficiency
• You collaborate closely with the service integration team aiming to facilitate seamless integration of incident processes into overall processes, ensuring a focus on service continuity

Work Environment

• 24/7 operations environment requiring availability and flexibility.
• Team of 4 persons, working in shifts (on-site or remote).
• Shifts: Morning (6h-14h30), Evening (11h-19h30), duty guard during night, weekend, and public holidays.