Umicore - Technical Problem Manager

Functie

About our support services (Information Systems)

Umicore's commitment to creating a sustainable future relies on innovation in all areas of business. As we keep pushing our boundaries and strive to set new industry standards, embracing advanced technologies has never been more essential. Digital technologies are constantly evolving and present new opportunities for us.
As next generation corporate IT department, we design & deliver the digital foundation that powers the business in their ambitions.

Our Cloud Center of Excellence

Since 3 years we kickstarted our cloud expertise center to embrace all benefits and innovation that come with cloud technology . With a clear cloud first technology strategy we do have a significant increasing footprint and so thus the team. Together with internal as well as consultants, our team has grown exponentially from 3 colleagues at the start to 18 in less than 3 years.

To be able to grow even further, we are looking for a strong and enthusiastic team member, fascinated by (cloud) technology .

Your role in the team

The purpose of this job is to manage major incidents, coordinate resolver groups, draft RCA documents, and proactively address recurring or persistent problems within the IT environment (infrastructure focus).

The strategic focus of this job is to ensure operational stability , efficiently manage major incidents , coordinate with resolver groups , and proactively address recurring/intermittent/persistent problems within the IT environment. In the first three years of this role, the objective would be to establish robust major incident management processes , reduce mean time to resolution for major incidents , and drive continuous improvement in problem management to enhance overall IT service reliability.

As an IT Major Incident and Problem Manager, you will play a critical role in ensuring the stability and reliability of our organization's IT services. You'll be responsible for managing the entire lifecycle of major incidents, coordinating with resolver groups, and driving the resolution process. Additionally, you'll proactively identify recurring problems and work collaboratively to implement effective solutions.

Responsibilities

• Major Incident Management:
  • Oversee the major incident management process, ensuring timely and efficient resolution of major incidents.
  • You take up this role during business hours, and others take over the role outside business hours.
  • Respond promptly to reported service interruptions, identify root causes, and initiate incident management procedures.
  • Prioritize incidents based on urgency and impact on business operations.
  • Collaborate with cross-functional teams to restore services to normal operation swiftly.
• Communication and Coordination:
  • Organize communication channels during major incidents, keeping stakeholders informed about progress and resolution efforts.
  • Coordinate with resolver groups, ensuring seamless collaboration and efficient incident resolution.
  • Escalate risks and issues to relevant process owners promptly.
• Root Cause Analysis (RCA):
  • Draft comprehensive RCA documents for major incidents, analyzing contributing factors and proposing preventive measures.
  • Facilitate post-incident...

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Jouw profiel

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• Een systeem beheren: Netwerk (LAN, MAN, WAN, ...)

Aanbod

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