For our customer we’re looking for a talented Incident Manager IT Support.
In the first place we’re looking for candidates with the “Anankei DNA”.
Our DNA embodies a positive and joyful attitude.
Dream IT , Trust IT, Go for IT !
You'll act as a Single Point of Contact for all IT incidents: ensure quick incident resolution, permanent fixing and avoidance of future recurring incidents in order to guarantee optimal system availability and
reliability. Make sure that all IT stakeholders and the responsible support group are up-to-date regarding corrective and preventive actions. Act as an ambassador for the Support Services provided towards the entire organization.
Your core activities :
Critical and Major Incidents, in case of critical incidents (P1), 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.
Take ownership (Accountability) of incident handling to ensure quick resolution
Coordinate the incident resolution by including all parties involved to enable quick diagnosis of the incident and facilitate fast resolution
If necessary, escalate the incident internally or externally and follow up according established SLA’s
Coordinate all actions timely and initiate regular communication conform established processes about the incident and the status of the resolution progress towards affected users/departments
Inform IT stakeholders about the root cause of the incident, incident resolution and possible corrective and preventive actions and their status (verbally during Outage and in formal writing after resolution)
Determine impact on the organization and act consequently in function of Outage
Root Cause Analysis: 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.
Build action plan to reduce the number of incidents created within the team.
Non-critical incidents: on top of critical incidents, take ownership of P2 & P3 incidents/requests, to make sure that a quick and qualitative solution is offered towards the impacted end-user
Reporting: create periodic reports about Incident management and call statistics and discuss with the responsible Competence Center Leads and/or Delivery Coaches in order to continuously
Quality control: analyze and monitor all actions and communications on incidents and requests which are performed by IT support members to guarantee a professional approach and maximum
Documentation: act as document owner for all support processes and procedures in order to keep all documentation accurate, up-to-date and effective.
Bi-weekly operational meetings: organize bi-weekly operational meetings with affected stakeholders (Software and Infrastructure) and support governance profiles in order to optimize
IT-business transparency regarding incident management.
Your background & experience :
Desired education level: Bachelor IT or equivalent by experience
Desired years of experience: at least 5 years of experience in a similar, international IT support environment
Good knowledge of ITIL processes
Good knowledge of ITSM applications
Your language skills :
Dutch and English mandatory (you are fluent in both languages)
You are :
Used to work both in team and independent - Ownership
Initiator – Pro-activeness – FIRST TIME RIGHT
Strong analytical and problem solving skills
Flexible – willingness to perform extra mile
Accurate, methodical and committed - Craftsmanship
Strong communication skills
Used to work under pressure