Located in Lille, Lyon, Nantes, Grenoble and Bruxelles, Insitoo Freelances is an entity of Insitoo Group, specialized in Freelances sourcing and supplying.Since 2007, Insitoo Freelances serves as a reference thanks to its expertise in IT and its values of transparency and proximity.Currently, in order to answer to a request for proposals of our client, we are looking for an Incident Manager IT (H/F) in Brussels.

You will be responsible, together with your colleagues, for:

– The End-to-End (E2E) monitoring of an incident, up to and including its resolution, collaborating with all the incident process stakeholders, the technical domains of IT, the developers, the E2E incident managers and all the other entities
– The acceptance and activation of an escalation (in line with pre-set “escalation levels”, based on the incident impact and the urgency of the incident).
– The coordination of escalated incidents, the activation and coordination of a crisis meeting, and the monitoring of the incident-related actions in order to restore service as soon as possible.
– Ensuring communication within the IT organization and to the internal customers with respect to the status of an incident, and according to a communication matrix which is formulated within the incident process.
– Creating a PIR (Post-Incident Report) for high-impact incidents: this includes a description of the incident, the impact, the actions undertaken and the lessons that the manager has been able to draw from the incident.
– Creating “Problem Candidates” with the objective of: completing root-cause analysis, a description of possible structural solutions and the implementation of these solutions; thereby potentially avoiding repeated incidents.
– Contribute to the creation of weekly/monthly reports of all these incidents as they relate to infrastructure or IT applications, trend analyses and “lessons learned”

Expected skills :
– ITIL certified
– English – Good knowledge, both orally and in writing – Mandatory
– French – Good knowledge, both orally and in writing – Mandatory
– Dutch- Basic knowledge, orally – Optional
– Experience in banking environment – Is a plus

Are you interested ?
Have you ever been an Incident Manager (H/F) ?
Do you think you could correspond to the client’s needs ?
You can apply to get more informations from our business developers !