Major Incident Manager

Function

Our client is looking for an experienced Major Incident Manager to lead and manage critical IT incidents within a high-stakes environment. If you're an organized, stress-resistant leader with exceptional communication skills, this role offers the chance to make a real impact in a fast-paced setting.

Responsibilities

• Lead and coordinate the response to major IT incidents, ensuring swift resolution with minimal business disruption.
• Analyze and track open incidents using ticketing systems and dashboards, proposing structural improvements to enhance service quality.
• Work closely with support teams to improve day-to-day incident management processes and reduce incident frequency.
• Present incident management reports and dashboards to senior stakeholders, providing clear summaries of ongoing issues.
• Act as the escalation point for unresolved incidents, customer complaints, and ensure incidents are followed through until resolution.
• Organize and lead initiatives to reduce open incidents, coordinating efforts across support teams.
• Support the design of new incident management reports to enhance visibility into incident trends.
• Act as a backup for the Major Incident Manager during absences, coordinating incidents from P1 to P2 levels.

The Ideal Candidate

• At least 5 years of experience in a similar role, preferably in IT service management environments.
• Solid technical understanding of IT infrastructure, including Windows, Linux, and network systems.
• Strong oral and written communication skills, with the ability to convey complex information succinctly.
• Able to lead in high-pressure situations, with excellent problem-solving and analytical skills.
• Proven experience in stakeholder management and strong organizational capabilities.
• ITIL V3 or V4 Foundation certification and experience in ITIL-based environments.

Profile & Skills

• Proficient in both Dutch or French, with a good command of the second language and solid English skills.
• Customer-focused and solution-oriented, able to work effectively in a crisis.
• Stress-resistant with the ability to stay calm and lead under pressure.
• Assertive when necessary, ensuring that incidents are handled with urgency and professionalism.