IT Incident Manager

Group Technology Services (GTS) plans, builds and runs the global infrastructure of Euroclear, and is additionally responsible for the IT service management to the operating entities of the various Group markets. GTS operates its IT systems and IT services in such a way that, at an appropriate and benchmarked cost level, it can deliver the agreed levels of service to support the requirements of the business processes, for both normal operations and during disaster recovery.

To strengthen the incident management team, the production tribe of GTS is looking for a new IT Major Incident Manager (IT MIM) who will also be the product owner/team leader of the MIM team.

Role

You are motivated to work in a challenging environment with new complex situations to manage every day,

• Manages major incidents faced by the organization and coordinate efforts to solve the incidents. The IT incident Manager is in direct contact with the escalation managers of other divisions and the business entities of the group. (S)he supports them to correctly assess the priority of the incidents and ensure a smooth communication across the organization.

Technical skills

• Requires broad and deep technical expertise and experience as well as functional knowledge of the systems. Typically requires specialization in multiple software or business applications. However, candidates from outside IT are more than welcome if they are ready to invest time and energy to learn IT skills.
• Able to quickly assess a situation and the needs for further escalations. Can assess the business impact of an IT incident.
• Has strong communication skills and is able to talk to both system engineers experts and senior business people in their languages,

Soft kills

• past experience in team management is an asset must not mandatory
• Stress resistant and regularly work outside standard business hours.
• Complexity & problem solving : Handles standard & non-standard situations with low level of uncertainty, covering multiple and new domains of expertise
• Decision making : Uses sound judgment to take decisions within the operational domain. Fosters the development of new/improved procedures and methods within the own operational domain. Takes decisions/support the decision process of significant importance in the own operational domain.
• Strategic approach and impact : Masters the delivery process and continuously looks for improvements to evolve own domain of responsibility. Drives the medium term evolution of the own domain and looks how actions and decisions can impact on a longer term. Leads the change process at the implementation level within the own domain. Supports and participates to the change within the broader framework.
• Stakeholders management : Builds network of internal relationships across the organisation to deliver across domains. Uses persuasion and influencing skills to get required support. Upon request deals with external stakeholders or regulators on well defined tactical or technical matters. Autonomously deals with tensions and disputes, looking for consensus and benefit for the company
• Autonomy and leadership : Works autonomously on a large domain. Works within clearly defined (periodic) targets, with full responsibility of delivery. Provides regular feedback to management on objectives achievements. Has full autonomy on the decisions to be taken about a set of products / services / solutions / applications under ones own responsibility . Manages a medium team/group in the operational delivery of a sub-part of the business

The position is Brussels, Paris or London based. Currently four of the team members are Brussels based and one Hong-Kong based. The new PO/team leader, if not Brussels based, must be ready to travel regularly to Brussels to meet his/her team members.

The candidate should be ready to work in daylight shifts (6AM-10PM) and watchduty as well as occasionally in night shift.

We offer an excellent opportunity to practice and develop your talents in a highly professional and motivated team, interacting with many stakeholders across the whole organization.