As Incident Manager within Q.One - the ambitious digitisation program of TVH Equipment - you are the single point of contact for all IT incidents. You act as mateco ambassador for the Support Services provided towards the entire organization while keeping all stakeholders informed to the best of your ability. You will work in our offices in Waregem (Belgium).
You ensure quick incident resolution, permanent fixing and avoidance of future recurring incidents in order to guarantee optimal system availability and reliability. In case of critical incidents (P1) you take ownership of the incident management activities and coordinate all actions with the responsible support teams/external suppliers in order to ensure resolution of the incident in the shortest possible time.
You perform thorough analysis of incidents, determine the root cause and take all necessary and possible actions in order to avoid recurrence of the same type of incidents. You set up an action plan to reduce the number of incidents created within mateco.
You take ownership support incidents/requests to make sure that a quick and qualitative solution is offered towards the impacted end-user (community).
In order to continuously improve performance you create periodic reports about Incident management and call statistics for the respective Business Units and discuss with the responsible Competence Center Leads and/or Delivery Coaches.
You analyze actions performed by IT support members on the incidents and requests.
You monitor calls taken by IT Support members to guarantee professional handling of telephone communication and verify if written communication is descriptive and according to support best practices.
You organize bi-weekly operational meetings with affected stakeholders (Software and Infrastructure) and support governance profiles in order to optimize IT-Business.