Incident Management Coordinator (ITIL, SLA, Resolver Groups) for NATO with security clearance

WLG; Eigenbrakel; On-site; EUR 65,000 - 90,000; Full time

Job summary

WLG in Belgium seeks an Incident Management Coordinator to oversee IT service incidents and drive rapid restoration of key applications. You will coordinate engineering and resolver teams, manage communications with stakeholders, and ensure services meet defined SLAs.

Excellent English is required; French is a plus. This on-site role involves occasional trips to Mons and supports continuity planning and risk assessment across systems.

Qualifications

• Experience coordinating incident resolution in IT service operations.
• Structured, analytical approach to problem solving with sound judgement.
• Broad experience with telecommunications and information systems.
• Very good English (written and spoken); French is a plus.
• Bachelor's degree or equivalent experience.

Responsibilities

• Prioritising and diagnosing incidents, driving them to resolution within the SLA and escalating when necessary.
• Coordinating engineering teams and resolver groups to restore services quickly.
• Investigating recurring problems and implementing fixes and preventive measures.
• Maintaining continuity and recovery plans and supporting continuity exercises.
• Carrying out risk assessments for smaller systems and recommending countermeasures.

Skills

Incident management

SLA targets

Stakeholder communication

Analytical thinking

Customer-facing

Education

Bachelor's degree or equivalent experience

Job description

When a service goes down, someone has to stay calm and get the right people moving. A multinational defence IT organisation near Brussels needs an incident management coordinator for its communications and information services. You make sure incidents are handled properly, that problems do not keep coming back, and that the people depending on the service know what is going on. Fully on site, with occasional trips to Mons.

What You Would Be Doing

• Prioritising and diagnosing incidents, driving them to resolution within the SLA and escalating whatever cannot wait
• Getting engineering teams and resolver groups working together so services come back quickly
• Investigating recurring problems, agreeing fixes and preventive measures, and spotting trends
• Maintaining continuity and recovery plans and helping run continuity exercises
• Carrying out risk assessments for smaller systems and suggesting countermeasures
• Keeping stakeholders informed, collecting their feedback, and briefing staff on service standards

What you would bring

• Experience coordinating incident resolution in IT service operations, working to SLA targets
• A structured, analytical approach to problem solving, and good judgement about when to upscale
• Broad experience with telecommunications and information systems, in traditional and deployed settings
• Comfort in demanding customer-facing roles
• Very good English, written and spoken; French is a plus
• A bachelor's degree in a related field, or equivalent experience

Why this one is worth a look

It is the role everyone relies on when things go wrong, in an organisation moving into a new headquarters - and a framework that keeps renewing.