Process and Incident Manager

Process and Incident Manager

Netcompany-Intrasoft

Brussels, Belgium

Job Description

Are you ready to discover the role of a Process and Incident Manager, in Netcompany-Intrasoft?

As a Process and Incident Manager, you will:

• Lead the development and adoption of operational best practices for service management processes;
• Lead and coordinate the resolution of major incidents, ensuring effective communication and minimal disruption to services.
• Manage incident escalation and ensure timely resolution within agreed Service Level Agreements (SLAs);
• Contribute to definition of an overall process strategy and goals, and ensure they are understood across all services for all processes;
• Organize process advisory and tactical boards with process stakeholders;
• Ensure process owners and controllers are in place with clearly defined roles and responsibilities;
• Maintain structure and content of the process documentation in the knowledge management system;
• Organize process reviews in order to continually improve and drive the effectiveness of all processes.

Qualifications

What would make you a fit for the role:

• University degree in Computer Science, Information Technology, or a related field and minimum 4 years' relevant experience;
• Excellent understanding of Incident Management and IT service management best practices and standards (e.g. ITIL, IT4IT);
• Experience with process delivery in multi-tower and multi-site environment;
• Competent in using a variety of planning methodologies;
• Strong analytical skills with ability to interpret data and statistics;
• Experience in forecasting and scheduling;
• Excellent communication skills in English;
• ITIL Certification OR completion of an ITIL certification within 3 months of starting the position;
• Minimum 1 Technical Certification from the list below:
  • ITIL4 Managing Professional;
  • ITILv3 Intermediate/Expert/MACL;
  • IT4IT certification;
  • UML, BPMN 2.0 (Business Modelling);
  • OMG Certified Expert in BPM (OCEB).

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