Incident Manager

TL;DR

Incident Manager (IT Service Management): Leads and coordinates the resolution of major incidents, ensuring effective communication and minimal service disruption, with an accent on managing incident escalation and adherence to SLAs. Focus on defining overall process strategies and continually improving process effectiveness within a multi-tower, multi-site environment.

Location: Hybrid working model (Belgium)

Company

hirify.global is a European technology company dedicated to responsible digitalization, building innovative solutions for EU institutions, public, and private organisations.

What you will do

• Lead and coordinate major incident resolution, ensuring effective communication.
• Manage incident escalation and ensure timely resolution within Service Level Agreements (SLAs).
• Contribute to the definition of overall process strategy and goals.
• Organize process advisory and tactical boards with process stakeholders.
• Maintain process documentation in the knowledge management system.
• Organize process reviews to continually improve process effectiveness.

Requirements

• University degree in Computer Science, Information Technology, or a related field and minimum 4 years' relevant experience.
• Excellent understanding of Incident Management and IT service management best practices and standards (e.g., ITIL, IT4IT).
• Experience with process delivery in multi-tower and multi-site environments.
• Competent in using a variety of planning methodologies; experience in forecasting and scheduling.
• Excellent communication skills in English.
• ITIL Certification OR completion of an ITIL certification within 3 months of starting the position.
• Minimum 1 Technical Certification (e.g., ITIL4 Managing Professional, ITILv3 Intermediate/Expert/MACL, IT4IT, UML, BPMN 2.0, OCEB).

Culture & Benefits

• Competitive compensation and benefits package, including a hospitalization plan and meal allowance.
• Hybrid working model with mobility budget or commuting allowance (if applicable).
• Continuous learning opportunities through unlimited access to Udemy for Business and ad-hoc trainings.
• Personalized development plan for targeted career growth.
• Opportunity to work on challenging, large-scale international projects impacting millions of citizens globally.
• Be part of a diverse team of 600+ tech enthusiasts in Belgium.