Incident Manager

Founded in 2020 in Belgium, ATS4IT is part of the Moongy Group, established to strengthen agap2IT’s presence in Europe. Since 2021 we expanded further with the opening of our Danish branch in Copenhagen, and our Spanish brand in Madrid, reinforcing our commitment to being a key player in the European technology landscape. Proximity, transparency, and collaboration define our approach at ATS. We aim to be your trusted partner and the first choice for your technological challenges.

Incident Manager

Location: Mons, Belgium

Remote Work Possibility: yes (to be agreed and approved by manager before)

Type of Contract: Permanent Contract preferably

Mandatory Languages: French OR Dutch + English (C1 minimum)

Eligibility: Candidates must possess European nationality or a valid work permit for Belgium.

Job Description:

We are looking for a skilled Incident Manager with a strong background in video and teleconference technologies to handle technical incidents, support request fulfillment, perform proactive system maintenance, and drive continual service improvement. The role involves working across various security domains within the designated Area of Responsibility, with occasional travel required (approximately once per month).

Key Responsibilities:

Incident Management:

• Promptly resolve technical incidents escalated from Level 2 and 3 support or directly from end users.
• Collaborate with cross-functional teams to troubleshoot issues across network, backend, frontend, and firewall levels.
• Conduct root cause analyses to minimize recurring technical problems.

Request Fulfillment:

• Implement approved service and change requests, including the creation or modification of configuration items and system resources.

System Maintenance:

• Apply security patches and updates with minimal downtime.
• Perform backend and frontend administration to ensure system availability and performance.
• Ensure systems and devices are updated to the latest approved software versions.

On-Call Support:

• Be available for scheduled on-call duties outside of regular hours, including weekends, to support critical technical issues.

Continual Service Improvement:

• Improve maintenance processes and monitoring tools.
• Optimize system health and performance to reduce support needs.
• Identify and suggest improvements to enhance service quality and efficiency.

Requirements:

• Minimum of 5 years of experience in video and teleconference system support.
• Proven expertise in CISCO technologies.
• Hands-on experience with HP Poly video teleconference systems.
• Strong troubleshooting and root cause analysis skills.
• Experience working in secure and high-availability environments.
• Excellent communication and collaboration abilities.
• Willingness to travel occasionally (around once a month).

What We Offer

• DKV Insurance
• Free training (technical, behavioral, language) and certifications
• Continuous and personalized career progression support
• Opportunities to work on projects with cutting-edge technologies
• Opportunity to work in a global network of companies, with access to a wide range of challenging projects in different European markets.

At ATS4IT, part of the agap2IT family, we promote equality and value diversity. We foster a safe, inclusive environment where opportunities are equal for all. We welcome applications from individuals of all backgrounds, based solely on merit. Join us and be part of the future!