Function description:

An Incident and Problem Management Specialist is essentially responsible for the upkeep and smooth operations of IT systems. They oversee all aspects of the incident management process, from evaluation to resolution. IP Specialist records all issues and helps to design ways to prevent similar problems in the future (via problem management). The specialist will manage technical support teams, create procedures to deal with problems and develop solutions. After closure of the incident the IP Specialist takes on the role of problem manager and opens a problem for investigation on the root cause or other improvements. The IP specialist is responsible for all communication during the lifecycle of the incident & problem. The IP Specialist is also responsible for detecting trends & be proactive.

Most important activities:

• Incident logging. This not only helps them to keep track of any issues and ensures resolution, but also assists them in examining incidents and establishing processes to help prevent or minimize similar problems from arising.
• Taking the responsibility to restore the service asap by finding, motivating & coordinating the appropriate support groups.
• Facilitate crisis calls, take notes and communicate on regular base with the management community using the designated tools.
• Writing reports for major incidents containing technical details about the nature of the outage and the steps necessary to improve. Mostly done via problem management.
• Being mindful of the correct application of the processes by reading/applying the MIM handbook.
• Notify customers, colleagues about major outages using the correct channels for communication.
• Organise problem management meetings to look for the root cause and define steps to avoid issues in the future.
• Attend and/or facilitate PRAB meetings to communicate about new problems, key problem status and closure of problems.

Profile:

Technical skills

• At least 3 years of experience in IT service management or an IT support role.

Being able to get a quick insight in IT infrastructure, network and application dependencies using several technologies.

• Hands-on mindset to quickly take on the initiative to restore the services asap.
• Having a good technical insight and excellent communication skills to assist resolving teams in their search for the root cause & resolution for the ongoing issues.
• Scoping skills to be able to estimate the possible impact of an interruption of service and the consequences of problems with / or the loss of computer services.
• ITIL certified or willing to obtain certification as part of the development plan asap.

Language

• English - Excellent: professional level both in writing and speaking.

Main characteristics of an Incident and Problem Specialist

To successfully complete all tasks, an IP Specialist needs to possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and oral and written communication skills. An IP Specialist will be an effective team player and leader who can work independently when necessary. Paying attention to detail and handling crisis situations are also important traits for IP Specialists.

• Solving complex problems in IT Infrastructure
• Maintaining incident logs and processing incident reports for review with peers and management
• Providing training to technical support teams on process handling
• Ability to handle and perform in stressful situations
• Proficiency in Microsoft applications such as Word, PowerPoint, Excel, MS Teams
• Quality driven mentality
• Good social skills
• Flexible
• Ability to motivate technical teams to solve issues asap.

Working hours

As Major Incident Management is a 24/7 service, the candidate is required to be flexible:

• Team rota for online hours.
• You will be “stand-by” outside of business hours, in a rotating role.