Incident / Problem manager

Editx; Brussel; Sur place; EUR 60 000 - 85 000; Plein temps

Résumé du poste

Editx in Brussels is seeking an experienced Incident Manager to join the Application Support team. You will manage end-to-end incidents and lead problem management to reduce recurrence and improve stability.

You will collaborate with application, infrastructure and technical teams, monitor environments with Datadog, use ServiceNow for incident handling, and participate in an on-call rotation roughly one week in three.

Qualifications

• Experience as Incident/Problem Manager in application support.
• Strong root cause analysis and problem solving.
• Ability to drive service improvements and reduce incidents.
• Experience with on-call rotations.

Responsabilités

• Manage end-to-end Incident Management for application-related incidents.
• Lead and coordinate Problem Management with RCA and corrective actions.
• Monitor and follow up on incidents, prioritise and resolve.
• Identify trends and recurring incidents; implement actions to reduce volumes.
• Support management of incidents across priority levels, including P3–P4.
• Monitor application environments using Datadog.
• Work with ServiceNow for incident and problem management.
• Analyse incident trends and identify service improvement opportunities.
• Collaborate with application, infrastructure, and technical teams to resolve complex issues.
• Contribute to continuous improvement of application support and ITSM processes.
• Participate in an on-call rotation, approx one week in three; low out-of-hours incident volumes.

Connaissances

Incident Management

Problem Management

Root Cause Analysis

Continuous Improvement

On-call Support

Outils

Datadog

ServiceNow

Description du poste

Are you the Incident Manager we’re looking for?

We are looking for an experienced Incident / Problem Manager to join an Application Support team based in Brussels.

You will play a key role in managing application-related incidents and problems, with a strong focus on reducing recurring incidents, improving service stability, and driving continuous improvement.

You will join a small, collaborative team and work closely with technical and application support teams to ensure incidents are effectively managed, root causes are identified, and appropriate corrective actions are implemented.

Role

• Manage the end-to-end Incident Management process for application-related incidents.
• Lead and coordinate the Problem Management process, including root cause analysis and corrective actions.
• Monitor and follow up on application-related incidents, ensuring appropriate prioritisation and resolution.
• Identify trends and recurring incidents and implement actions to reduce incident volumes.
• Support the management of incidents across different priority levels, including P3–P4.
• Monitor application environments using Datadog.
• Work with ServiceNow for incident and problem management.
• Analyse incident trends and identify opportunities for service improvement.
• Collaborate with application, infrastructure, and technical teams to resolve complex issues.
• Contribute to the continuous improvement of application support and IT service management processes.
• Participate in an on-call rotation, currently expected to be approximately one week in three. Out-of-hours incident volumes are currently low.