IT Incident & Problem Manager
As our IT Incident & Problem Manager, you are responsible for ensuring the effective and efficient management of incidents and problems across the IT landscape to guarantee service continuity, minimize disruptions, and continuously improve service quality.
What does an IT Incident & Problem Manager do at skeyes?
- Incident & Problem Management
- Act as the process owner for both IT Incident and Problem Management: maintain up-to-date documentation, drive implementation, and ensure overall process maturity.
- Ensure that all IT incidents impacting the production environment are correctly logged, categorized, prioritized, and resolved within agreed timelines.
- Lead coordination efforts with service desk, technical teams, and stakeholders to ensure timely resolution and communication.
- Support and maintain the Known Error Database to document recurring issues and workarounds.
- Facilitate Post-Incident Reviews (PIRs) for major incidents and actively contribute to crisis management during emergencies.
- Identify problems through trend analysis, conduct Root Cause Analyses, and implement permanent solutions to prevent recurrence.
- Monitor and optimize the use of the Service Management tool to support process adherence and reporting.
- Ensure compliance with ISO9001 and aviation-specific standards in all activities.
- Continuous Improvement & Reporting
- Launch and track process improvement initiatives to enhance service quality, response times, and process maturity.
- Define and monitor Key Performance Indicators (KPIs) for both Incident & Problem Management, and report to the CIO and other stakeholders.
- Collaboration & Stakeholder Engagement
- Work in close collaboration with project managers, change/release managers, and other ITIL process owners to ensure seamless integration and alignment.
- Maintain clear and timely communication with all stakeholders regarding incident/problem status and resolution.
- Communicate effectively with both technical and non-technical audiences, from staff in the field to senior management.
- Serve as the designated back-up to the Technical Watch Center (TWC) Coordinator
- Support the daily operations of the TWC, ensuring effective monitoring and timely follow-up of incidents and problems.
- Define and maintain procedures to ensure consistent communication between technical teams and management.
- Step in as needed and contributing to major incident reviews.
Candidate profile
What makes you the perfect IT Incident & Problem Manager?
- You have a Bachelor’s or Master’s degree or equivalent experience in IT or a related field.
- You hold an ITIL Foundation certification; additional certifications are a plus.
- You have at least 5 years of experience in IT Service Management, with a strong focus on incident and problem management.
- You are experienced in handling high-pressure situations, leading incident response efforts, and driving problem resolution.
- You are analytical and structured, with a strong focus on root cause analysis and preventive measures.
- You strive for customer satisfaction and service quality by minimizing disruptions and proactively addressing systemic issues.
- You are reliable, discreet, and handle confidential information responsibly.
- You are a strong communicator and team player, comfortable working across departments and interacting with diverse stakeholders.
- You are fluent in Dutch and French, with solid proficiency in English.
- Experience in the aviation industry is a strong asset.
Apply
Print
Security Screening
In light of the vacancy to which you respond we would like to draw your special attention to the fact that prior to being employed by skeyes candidates have to undergo a security screening which will be carried out by the National Security Authority. More info