incident manager

• Practice Cloud & Infrastructure

• Technologies Cyber Security

• Location Brussels, Belgium

• Type Contract

The Incident Manager is responsible for managing and coordinating daily incidents within EUROCONTROL iNM to restore normal service operation as quickly as possible. This role involves coordinating with technical teams, Internal &/or external stakeholders to analyse issues, mitigate impact, and implement solutions effectively. Key responsibilities include monitoring incident processes, leading incident response activities, documenting actions taken. The Incident Manager ensures communication and updates are provided to relevant parties, helping to minimize downtime and improve system reliability.

Responsibilities:
Process Adherence and Documentation - Following established incident management process & working Practices and assess incidents against their category, priority etc.
Incident Triage - Quickly assessing incident & triage between teams to ensure faster resolution.
Problem-Solving - Analysing incidents to identify trends and potential root causes, with a focus on resolving issues efficiently.
Basic Technical Knowledge - Understanding core technologies (e.g., servers, networks, databases, applications etc.) to better gage incident causes and its impact.
Collaboration and Coordination - Working effectively with cross-functional teams to facilitate smooth communication and prompt issue resolution.
Reporting- Create Incident reports based on different KPIs & SLAs & present to stakeholders on different Incident forum.
Ideally has 4-6 years of Experience on Incident Management, problem Management & knowledge of ITSM tool

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