Role category – S3 – IT Production and Infrastructure
Role profile – Incident Manager – Expert
Request reference: SRQ128240
Job title: Incident Manager
Work location: Belgium Centre
Start date: 31/03/2022
End date: 31/12/2022
Description: Incident Manager
Analyst Incident Management scope Benelux, whose tasks are here:
Follow-up minor Incidents (P3->P4)
- Daily follow up of the incident created the day before in Assyst / Service Now (check if incident is comprehensible, with examples, screenshot, with a correct priority and is assigned to the correct person)
- Follow-up & coordination of pending incidents (incidents inside Alpha Credit but also outside Alpha Credit as PFNL, Cegeka, Speos, Quick sign, Actito, …)
- Cleaning of admin in Assyst & Service Now
Incident Management Process Owner:
- Operational tasks linked to the IM: update of Knowledge Base
- Representative of Incident Management for all new projects/products/processes requiring Incident Management
Reporter:
Monthly DQ KPI
Monthly reporting EOS-Aremas
Monthly reporting PFNL
Monthly Business Management
Quarterly LI&RAS collection
Quarterly PF IT Control Plans Campaign
Yearly Inc Management reporting
Follow-up recurrent meetings (concerning pending P3-P4 incidents)
BNPPF, GSC, PFNL, alignment meeting with asset manager, developer… and update each tickets in ticketing tool system.
Follow-up Problems
- Follow-up & coordination of problems until resolution (except problem created following a major incident)
Non productive tasks
- Bilat, team meeting, training,…
Back-up Incident Manager On Duty:
-In a second time learn the management of a Major Incident.
Specificity:
Day work 9h-> 17h.
No mobile needed (except if back up of IM of Duty)
Teleworking possible
Experience/Knowledge needed:
Strong analysis (understand a demand and summarize it)
