Incident Manager

Job Title: Incident Manager - Expert

Role Profile: S3 - IT Production and Infrastructure

Location: Montagne du Parc 3, 1000 Brussels, Belgium

Work Mode: Hybrid (50% on-site / 50% remote)

Education: Bachelor's or Master's degree (or equivalent through experience)

Certification: ITIL Certified

Mission Context:

Seeking an experienced Major Incident Manager (IMOD) to manage critical and complex IT incidents across multiple domains. The role requires a transversal and high-impact incident management approach, far beyond standard end-user support.

Function Description:

As an Incident Manager, you will be responsible for managing major incidents from detection to resolution, ensuring minimal disruption to business operations. You will coordinate across technical teams and stakeholders to restore services as quickly and efficiently as possible.

Key Responsibilities:

• Act as the central point of contact during high-priority incidents.
• Drive incident resolution through expert coordination and communication.
• Facilitate and lead major incident bridges with large and cross-functional teams.
• Communicate status updates clearly to all stakeholders including senior management.
• Ensure root cause analysis and post-incident reviews are completed and documented.
• Maintain a constant focus on service restoration and business impact mitigation.
• Contribute to process improvement efforts for incident management practices.

Language Requirements:

• English: Fluent (spoken and written)
• French: Good proficiency (spoken and written)
• Dutch: Basic (spoken - optional)

Required Experience:

• Minimum 6 years of relevant experience as an Incident Manager.
• Proven experience managing complex and transversal incidents, not just user-support-level issues.
• Prior experience in the banking sector or a regulated enterprise environment is a strong asset.

Technical Skills:

Mandatory:

• Solid understanding of multi-platform IT architectures (e.g., mainframe, distributed systems, cloud).
• Ability to comprehend technical dependencies and system interconnections during crisis resolution.

Preferred:

• Exposure to monitoring tools and automated alerting solutions is a plus.