Incident Manager with spoken French (relocation to Belgium) in PORTUGAL

We are seeking a highly skilled IT Incident Manager willing to relocate and join our Client’s team in Brussels, Belgium.

The IT Incident Manager plays a key role in ensuring the smooth functioning of the incident management process, resolving escalated and exceptional infrastructure-related incidents, and identifying and implementing structural improvements. The goal of the incident management process is to resolve IT incidents as quickly as possible, with high quality, and to minimize the impact on business operations.

Key Responsibilities:

• Perform End-to-End (E2E) monitoring of major incidents, leading them to resolution by collaborating with all incident process stakeholders, including IT technical domains, BP²I (BNPP Group Infrastructure Service partner), developers, E2E incident managers, and other BNP Paribas Group entities.
• Accept and activate incident escalations in line with pre-set escalation levels based on incident impact and urgency.
• Coordinate escalated incidents, activate and lead crisis meetings, and monitor incident-related actions to facilitate service restoration as quickly as possible.
• Manage incident-related internal communication with IT stakeholders and provide status updates to internal customers based on the communication matrix defined in the incident process.
• Produce Post-Incident Reports (PIRs) for high-impact incidents, documenting the incident’s description, impact, actions taken, and lessons learned.
• Identify and create Problem Candidates to perform root cause analysis, propose structural solutions, and coordinate their implementation to prevent repeated incidents.
• Contribute to the preparation of weekly/monthly reports on incidents related to infrastructure or IT applications, including trend analyses and lessons learned.
• Monitor and manage escalated incidents in the non-production environment, prioritizing these after production incidents.

Required Skills & Qualifications:

• ITIL Certification is mandatory.
• Strong technical expertise with multi-platform knowledge, enabling a clear understanding of dependencies within complex IT architectures.
• Experience in managing incident escalation processes and coordinating high-priority incidents with multiple stakeholders.
• Proven ability to lead and facilitate crisis meetings during incident resolution.
• Excellent communication skills to convey clear and timely updates across a wide range of stakeholders.
• Strong analytical and problem-solving skills for creating incident reports, performing root cause analysis, and driving structural improvements.
• Knowledge of incident management systems and tools is a plus.

Why Join Us?

• Employment, Indefinite Contract from the start.
• Great relocation package.
• Health Insurance.
• Hybrid work model: 2 days on-site, 3 days remote.
• Access to Udemy Business subscription with thousands of workshops and courses.
• Collaborative and innovative work environment.
• Engagement in diverse and challenging projects to enhance your professional career.

Interested?

We encourage you to apply!