IT Incident / Problem Resolution Specialist

General

• Responsible for the monitoring and improvement of the Problem Management process in close collaboration with the IT Support team managers. This is accomplished by acquiring a thorough understanding of ITIL processes, the infrastructure and the IT services.
• Provides the IT support teams with the appropriate tooling and the required expertise of the IT services to progress the resolution of the problems they are in charge, with an acceptable level of risk and a committed delivery date.

Your role as IT Incident / Problem Resolution Specialist :

1/Identify and record problems through the review of the incidents affecting the applications or the business services.

• Ensure problems are well documented.
• Assign, review the priority of each problem, based on the impact and the likelihood that underlying incidents could have on the IT or business services.
• Perform pro-active Problem Management :
  • Ensure a continuous monitoring of P1 and recurrent incidents.
  • Report on the performance of the Problem Management process to management.
• Develop reporting and monitoring tools/ Dashboards and Controls to help the IT responsible to better manage their workload.
• Provide KPIs and regular status on problems resolution to various stakeholders.
• Ensures the completeness and adequate level of quality of the problem and solution documentation
• Complexity & problem solving : Handle standard situation by relying on existing procedures and methods, covering several but known domains of expertise
• Decision making : Rely on existing processes and policies to take decisions.
• Strategic approach and impact : Focus on execution in own domain, according to defined processes and methods. Run and maintain the operational process.
• Autonomy and leadership : Work autonomously on standard activities or non-complex demands. Organises, co-ordinate and plan activities independently. Priorities are set by the job. Use expertise to challenge the goals and scope of new requests and evaluate the impact of these new requirements.

2/You will also support the incident resolution process on request

• Coordinate incidents/requests, prioritize and re-direct them for resolution.
• Take end-to-end ownership of incidents and requests affecting the applications and ensure follow up accordingly.
• Ensure issues are timely resolved and incidents are well documented.
• Provide status and communicate effectively with the internal business users.
• Provide support to Hotline clients via email and escalation line.
• You may work in shifts (8-16 or 10-18).

The position is mainly Brussels based.

Qualifications - External

• A solid understanding of distributed, mainframe , to be able to challenge IT experts in a constructive way.
• Practical experience in one or more of the following roles : Problem coordinator, Problem manager, Service (Level) manager, Service Delivery manager, IT Incident manager, IT engineer, PMC, Hotline, Scrum master.
• An ITIL certification is a plus.
• A basic understanding of the Euroclear Business and Services.
• Practical experience with ServiceNow ITSM and CMDB is a plus
• Analytical mind to review incidents, contributing to the identification of the root causes and proposing solutions to solve the problem
• Passionate by solving complex problems and covering multiple and new IT domains of expertise
• Excellent verbal and written communication skills in order to clearly communicate with management and business partners. Being able to explain in Business/simplified terms issues which can be highly technical and complex
• Languages: English mandatory (fluent), French or Dutch is a plus
• Experience with agile methodology, practices and techniques
• Good team player and continuous improvement mindset