A day in the life of a Local Major Incident Manager

·       You are responsible for managing the resolution of critical incidents, with a strong customer focus to minimize the impact for our business and customers.

·       You will take the leadership over war rooms during Major and Priority 1 incidents.

·       You engage the necessary teams and optimize collaborations by coordinating and steering actions that will lead to a fast and adequate restoration of applications or business services. 

·       You are responsible for communication towards our stakeholders and senior management during major incidents.

·       You coordinate the Root Cause Analysis process of critical incidents to help engineers define a structural remediation and general improvements.

·       You are responsible for producing the required post incident reports for major and P1 incidents.

·       You make sure that the incident and problem management processes are correctly followed within the organization.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. 

·       You can work autonomously under high pressure and time constraint.

·       You can keep a helicopter view on complex situations and keep a strong leadership presence under pressure to move things forward.

·       You have good interpersonal skills, ensuring smooth cooperation with multidisciplinary teams and fluent communication with a diverse set of stakeholders.

·       You have an affinity with IT and are eager to learn, resulting in a broad general IT knowledge.

·       You have good knowledge of English, both orally and in writing. Good knowledge of French and/or Dutch is a plus.

·       You are willing to work in a 24/7 availability environment with a rotating on-call schedule.

·       Knowledge of the ITIL processes is a plus.

As a Local major Incident Manager, you will have the opportunity to:

·       Learn the banking services from within the heart of IT.

·       Build a wide knowledge on IT infrastructure and applications.

·       To get to know the entire organisation and to build strong relations with both local and international colleagues.

The team

You will be working in a diverse team of 9 major incident managers, for whom team spirit and customer centricity are some of the most important values. The team is part of Belgian Site Reliability Engineering organisation.