Incident Response Lead - IT Service Recovery & Stakeholders

Work Life Group; Eigenbrakel; On-site; EUR 55,000 - 75,000; Full time

Job summary

Work Life Group is seeking an incident management coordinator for its communications and information services near Brussels. You ensure incidents are handled properly, coordinate with engineering and resolver groups to restore services quickly, and keep stakeholders informed on service standards.

The role is fully on site, with occasional trips to Mons, and a bachelor’s degree or equivalent experience is expected. Fluency in English is essential; French is a plus.

Qualifications

• Experience coordinating incident resolution in IT service operations, working to SLA targets.
• Structured, analytical approach to problem solving and good judgement about escalation.
• Broad experience with telecommunications and information systems, in fixed and deployed settings.
• Comfort in demanding customer-facing roles.

Responsibilities

• Prioritising and diagnosing incidents, driving them to resolution within the SLA and escalating when needed.
• Coordinating engineering teams and resolver groups to restore services quickly.
• Investigating recurring problems, agreeing fixes and preventive measures, 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 and briefing staff on service standards.

Skills

Incident coordination

SLA compliance

Analytical problem-solving

Stakeholder communication

English proficiency

French language (plus)

Education

Bachelor's degree in a related field

Job description

Work Life Group is seeking an incident management coordinator for its communications and information services near Brussels. You ensure incidents are handled properly, coordinate with engineering and resolver groups to restore services quickly, and keep stakeholders informed on service standards.

The role is fully on site, with occasional trips to Mons, and a bachelor’s degree or equivalent experience is expected. Fluency in English is essential; French is a plus.