Located in Lille, Lyon, Nantes, Grenoble, and Brussels, Insitoo Freelances is an entity of Insitoo Group, specialized in Freelances sourcing and supplying.Since 2007, Insitoo Freelances has been a reference in IT thanks to its expertise, transparency, and proximity .Currently, in order to answer to a request for proposals of our client, we are looking for an Incident and Problem Coordinator in Brussels.

As the Incident and Problem coordinator you will assume the operational coordination of the incidents and the problems. You will centralize and route the requests of incident resolution coming from L2 support and coordinate the resolution of complex or major incidents from the infrastructure point of view. You will also evaluate the need to create problems and coordinate the root cause analysis and give recommendations for structural resolution.

Key responsibilities :
– Lead major incidents and complex problems of IT production requiring coordination with several teams.
– Lead the root cause analysis / troubleshooting.
– Lead the identification of the work around.
– Lead the identification of the definitive solution.
– Lead the implementation of work around and definitive solution.
– Lead the communication plan towards the organization from an infrastructure perspective.
– Apply incident and problem management processes and make proposal for improvements to the related process managers.
– On regular basis, identify problem candidates in collaboration with several teams by analyzing incidents.
– Report on weekly basis on the progress of problems and problem candidates
– Report on weekly basis lessons learnt managing major incidents.
– Keep up with IT standards, innovations and share knowledge and experience.
– Collect information to prepare the roadmap of minor updates of the Modern Workplace’s infrastructure components.
– Create, follow and report (on) a release roadmap (rolling exercise) for the next 12 months.
– Propose monitoring enhancement to prevent incidents.

Expected skills :
– ITIL certification – Mandatory
– ITSM tools – Mandatory
– Proven experience with alerting and monitoring process and solutions – Mandatory

– Proven experience with Cloud infrastructure and applicative solutions – Mandatory

– Proven experience with Database infrastructure (Oracle & SQL Server)- Mandatory

– Proven experience with Network virtualization, load-balancing & network security components – Mandatory

– Proven experience with Virtualization solution like VmWare – Mandatory

– Proven experience with Windows, Linux, Aix Servers platform components management and configuration – Mandatory

– Proven experience with Workspace virtualization (VDI and Citrix) – Mandatory

– Proven experience using Omnitracker – Is a plus

Languages :
Fluent in either Dutch or French and good knowledge of second language

This offer held your attention ?
Have you ever been an Incident/problem coordinator ?
Do you think you could fit in with the client’s needs ?
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