Incident Manager

Major Incident Manager Responsibilities:

• Lead and facilitate the War Room during critical incidents.
• Manage the resolution process of major incidents by ensuring swift engagement of relevant teams, while keeping stakeholders and senior leadership informed through clear, consistent communication.
• Minimize business impact from infrastructure-related events and proactively work to prevent recurrence. This includes conducting thorough root cause analyses and ensuring structural remediation actions are defined, implemented, and followed up.
• Continuously build and maintain expertise in incident management and related domains, with the goal of identifying and proposing improvements to existing processes and practices.
• Ensure effective, timely, and high-quality communication at both business and technical levels throughout major incidents.
• Maintain oversight on the quality and clarity of communication shared during incidents.
• Leverage your solid technical foundation in infrastructure and applications to effectively carry out your duties.
• Demonstrate strong leadership under pressure, with the ability to remain composed and decisive in high-stress, time-sensitive situations.
• Possess excellent interpersonal and organizational skills, enabling smooth collaboration across a wide range of stakeholders.
• Bring proven experience in managing complex escalations and critical scenarios.
• Communicate fluently in Dutch, French, and English-both spoken and written.
• Operate effectively in an ITIL-driven environment and apply best practices to incident handling.
• Understand core IT infrastructure and application technologies.
• Apply strong analytical skills, utilizing root cause analysis tools and techniques.
• While flexibility is expected, 24/7 availability is not a requirement.

Note: In the absence of active major incidents, you will take on the role of Service Consultant within the Service Management team-a critical and integral part of your responsibilities.

Service Management Responsibilities:

• Contribute to the daily operations of the service management team, which governs key ITSM processes including Incident, Problem, and Change/Release Management.
• Actively participate in service reviews, incident post-mortems, problem boards, and data-driven improvement initiatives.
• Coordinate complex or high-impact problems, especially those requiring cross-functional collaboration.
• Use your broad ICT knowledge (infrastructure, development, and project management) to engage effectively with technical and business stakeholders.
• Communicate and present clearly, adjusting your message for technical and non-technical audiences alike.
• Apply deep, hands-on knowledge of ITIL frameworks and demonstrate real-world experience in implementing and maturing these processes.
• Embrace an agile mindset and work within a Scrum-based team to deliver consistent service improvements.
• This is a hands-on role, focused on execution and delivery-not a coaching or advisory position.