Incident Manager

Responsibilities You lead and manage major IT incidents (P1, BCIS and PERT) with a focus on restoring service for internal and external customers. You assess the service and customer impact. You coordinate and steer troubleshooting efforts by bringing together appropriate teams. You ensure fast clearance of customer impact. You apply the escalation process, both internally and towards external partners. You communicate clearly and timely about service impact, root cause, and progress of resolution. You act as the communication SPOC during the incident lifetime. You prepare post-incident debriefing meetings to take preventive actions and follow up on long term actions. You participate in projects to improve monitoring, alarming, tooling, documentation and other ITIL processes. You follow and respect defined processes (ex. Incident-, Change- Problem Mgmt) You create and update the Incident Managers Disaster Recovery Plan with associated Disaster Recovery Solutions (runbook) You continuously seeking ways to improve the incident management process, aiming to decrease incident resolution time and increase overall efficiency You collaborate closely with the service integration team aiming to facilitate seamless integration of incident processes into overall processes, ensuring a focus on service continuity Work Environment 24/7 operations environment requiring availability and flexibility. Team of 4 persons, working in shifts (on-site or remote). Shifts: Morning (6h-14h30), Evening (11h-19h30), duty guard during night, weekend, and public holidays.