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

Wlgroup; Eigenbrakel; Sur place; EUR 65 000 - 90 000; Plein temps

Résumé du poste

Wlgroup near Brussels is seeking an incident management coordinator for its communications and information services. You ensure incidents are handled properly, that problems do not recur, and that people relying on the service know what is going on.

Fully on site, with occasional trips to Mons. As part of the role you prioritise and diagnose incidents, drive resolution within the SLA, and coordinate engineering teams.

Qualifications

• A bachelor's degree or equivalent experience.

Responsabilités

• Prioritising and diagnosing incidents, driving them to resolution within the SLA.
• Coordinating engineering and resolver groups to restore services quickly.
• Investigating recurring problems and identifying fixes and preventive measures.
• Maintaining continuity and recovery plans, and supporting continuity exercises.
• Carrying out risk assessments for smaller systems and suggesting countermeasures.
• Keeping stakeholders informed and briefing staff on service standards.

Description du poste

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 elevate
• Broad experience with telecommunications and information systems, in fixed 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.