Incident Manager Analyst

☞ Intrasoft International

전망: 165

갱신일: 26-11-2025

위치: Brussels Brussels Capital

범주: 경영진

산업: IT

Loading ...

작업 내용

JOB DESCRIPTION

We are looking for one of our customer


Incident Manager Analyst (M/F)


The IM analyst is responsible to monitor the SMT queues and dashboards in order to make sure that all SLA’s are met. Using the best practices, he will analyze and assign non-assigned tickets to the appropriate groups. He will also unblock all tickets in "parking" or blocked in a "ping-pong process". He should also be able to perform quality checks on SMT tickets created by colleagues from support team and be able to identify, tracking and communicate all major incident. He must be able to have a global vision of the current services and simultaneously perform others tasks. He must also be able to demonstrate a good communication with management/client.


Your role


  • Monitor SMT queues and Dashboards in order to maintain IM SLA.
  • Analyze and reassign all non-assigned tickets in the ICT-SD queue.
  • Investigate and diagnose incidents, escalate and follow up major incidents
  • Analyze and unlock tickets in parking and/or in a "ping-pong process".
  • Performs quality checks on SMT tickets created by colleagues from support team.
  • Being escalation point of contact and report to the Team Leaders.
  • Create and follow up reporting.
  • Implementation and follow up of tools for Service desk

JOB REQUIREMENTS

You have

  • Solutions oriented
  • Analysis aptitude
  • Service and proactive Minded
  • Ability to multi-task and adapt to changes quickly
  • Good spoken and written knowledge of English and French
  • Punctual, meticulous and reliable
  • Self-Starter. Must be productive with minimal directions
  • At least 2 years of experience in ITIC project is required
  • Experience with Business Object is as asset
  • ITIL Foundation Certification is an asset
Loading ...
Loading ...

마감 시간: 10-01-2026

무료 후보 신청 클릭

대다

작업 보고
Loading ...

동일한 작업

Loading ...
Loading ...