Major Incident Manager  (m/w/d)

• Major Incident Manager role:
  • Chair the War-room when invoked
  • be responsible for managing the resolution of critical incidents. The objective is to expedite the resolution of outages by ensuring that the proper teams are engaged and provide communication to our stakeholders and senior management.
  • be responsible for minimizing the adverse impact on the business caused by events within our infrastructure and to prevent recurrence of incidents. To achieve this goal you define which structural remediation is required via root cause analysis of incidents and then follow up the actions to improve or correct the situation.
  • continuously increase your knowledge of industry standards in the fields of incident management and adjoining fields with the intent to propose possible improvements to our organisation. 
  • Ensure regular communication on both business and technical levels
  • Monitor the quality of all business communication during major incidents
  • You have a sufficient technical background (infrastructure and applications) to properly perform your role as a major incident manager
  • strong leadership presence under pressure
  • the ability to work under stress and time constraints
  • outstanding interpersonal and organization skills ensuring smooth cooperation with a diverse set of stakeholders
  • experience in handling complex situations and escalations
  • excellent oral and written communication skills in Dutch and French (and English)
  • experience working in an environment based on ITIL best practice frameworks
  • knowledge of IT infrastructure and application technologies
  • analytical skills with experience of the use of root cause analysis tools and techniques
  • flexibility is asked but 24 * 7 availability is not required

If there is no major incident pending you will assume the role of service consultant within the service management team. This is an important part of your job.

• Service Management  Role:
  • You are part of the service management team that owns the ITSM processes including incident problem change / release processes.
  • You will participate in the daily operation of this team and related activities especially regarding Incident and Problem management. (Service Meetings Incident review boards Problem meetings data analysis)
  • You will coordinate a set of high profile problems especially when cross-team activities or high urgency is involved
  • A good ICT background (infra / dev / project) is required this will help you in your interaction with the different ICT stakeholders.
  • Very good communication and presentation skills
  • A deep theoretical and practical ITIL knowledge and also proven experience with the implementation of these ITIL processes is important
  • Agile mindset and attitude the service management team is organized in an agile scrum way to perform their daily operations.
  • This is a hands-on role not a coaching role.

Qualifications :

Technical & Professional Requirements

• Solid technical background in IT infrastructure and applications including networks servers middleware databases and cloud environments

• Hands-on experience with ITIL best practices especially in Incident Problem and Change Management

• Strong understanding of and experience with Root Cause Analysis (RCA) methods and tools (e.g. 5 Whys Ishikawa diagrams Pareto analysis)

• Proven ability to lead War Rooms and manage major incident resolution processes under pressure

• Experience managing critical incidents in complex and large-scale IT environments

• 10 years experience required!

Analytical & Process Skills

• Strong analytical thinking and problem-solving capabilities

• Ability to identify structural issues and define preventive and corrective actions

• Focus on continuous improvement of incident and service management processes

Soft Skills & Personal Attributes

• Strong leadership presence under pressure

• Ability to remain calm and effective under stress and tight deadlines

• Excellent interpersonal skills; able to collaborate and coordinate with a wide variety of stakeholders

• Strong organizational skills and ability to manage multiple priorities

• Clear structured communicator with the ability to translate technical issues into business impact

Language Skills

• Excellent oral and written communication skills in Dutch French and English

Additional Information :

Start: ASAP

Duration: 31/12/2025 with possible extension

Location: Schaerbeek 2 days on site & remote  

All our positions are open to people with disabilities

Remote Work :

No

Employment Type :

Contract