Incident Problem Manager

  • Job Reference: HQ00009079
  • Date Posted: 12 July 2017
  • Recruiter: E-Resourcing
  • Location: Brussels
  • Salary: £419.70 to £444.88
  • Sector: IT (general)
  • Job Type: Contract
  • Duration: 6 months
  • Work Hours: Full Time

Job Description

Context of the mission

Our client is looking for an Incident Problem Manager to manage and provide support (verification, monitoring, implementation of standard and pre-approved changes, management and resolution of incidents) for IT applications on the different IT platforms with a view to guaranteeing maximum availability of systems and applications for staff and customers.

Responsibilities of the Incident Problem Manager

Incident management:

  • Handle incident tickets based on own knowledge of and insight into the Business, and evaluates these tickets and prioritises them appropriately
  • Independently resolve incidents, mainly based on experience gained and knowledge accrued, and partly by applying procedures, escalates incidents whenever required
  • Act as an intermediary in the finding of solutions to incidents with a view to complying with defined service level agreements and give feedback
  • Report recurring incidents by creating Problem tickets
  • Help and resolve incidents and problems with a greater level of complexity
  • Ability to manage several urgent incidents simultaneously, mainly drawing on own
    knowledge accrued/experience gained, partly through procedures, and always in
    compliance with defined service level agreements
  • Ability to set priorities in the sequence of execution of the different tasks
  • Analysing outstanding incident tickets in the role of Incident Controller, and taking
    the actions required to resolve these incidents to ensure compliance with the defined
    service level agreements.

Problem management:

  • Improve overall availability of services by proactively identifying Problems
  • Identify the underlying root cause of a Problem and initiate the most appropriate Problem solution
  • Ensure a full historical description and update Problem list
  • Guarantee maximum availability of systems and applications on several IT platforms through monitoring and proactive checks
  • Great responsibility for correct assessment of the impact of an incident,
    factoring in the possible connection between the different IT platforms and Business applications.

Service Request Management:

  • Ensure the follow up of requests for information or advice coming from users

Profile of the Incident Problem Manager

  • Knowledge at Bachelor's level or similar level based on experience
  • 2 years of work experience
  • Knowledge of the applications and their mutual interactions within the client
  • Knowledge of the organisation and its structure.
  • Knowledge of IT protocols.
  • Knowledge of the Incident Management process.
  • Knowledge of the Change Management process.
  • Written and spoken English skills.
  • Stress resistant.
  • Good team player
  • Proactivity which requires good analytics skills (a former functional/data analyst or a technical profile with strong experience with Business processes)