Are you an Incident Manager with 5+ years of experience in ITSM systems and ITIL? We are looking for an Incident Manager for a long-term contract in Belgium.

 Requirements: 

• 5+ years of experience with ITSM processes
• Experience with ServiceNow or other ITSM systems
• ITIL v3/v4 Certificate (desirable)
• Infrastructure knowledge (desirable)
• Willing to work on a standby duty for critical Incidents
• Languages: English and Dutch (mandatory)

Job Description:

• Create and maintain a master priority matrix and distribute it 
• Defines Incident escalation deadlines and distributes them 
• Manage the escalation path and diffusion
• Monitors overall ticket SLAs on a daily basis and reports status to the Service Delivery Manager.
• Performs the orchestration monitor.
• Indicates which process, tool and interface specifications each ICT Service Provider must comply with.
• Monitors and manages compliance of ICT Service Providers within the Ecosystem of the Incident management process, procedures and policies.
• Ensures that all ICT Service Providers comply with the Incident management process and policy.
• Provides tooling and process requirements for service providers to meet.
• Distributes the Major Incident Report (MIR) template to the ICT Service Providers to implement, guide and improve the Incident Management Process 
• Facilitates the Critical Incident review.
• Assists and supports the ICT Service Providers in involving other stakeholders in Incident investigation and resolution
• Monitors the overall Incident SLA (which can be composed of individual ICT Service Provider SLAs) for Incident Resolution activities.
• Tracks and aggregates periodic Incident reports and data feeds from other Service Providers to generate end-to-end Incident reports, reconcile and resolve any data inconsistencies.
• Provides support for other service integration processes supported by Incident Management Process.
• Monitors and evaluates process compliance.
• Complies with the Incident management process for service integration.