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Incident Manager & Process Designer 

At Proximus SpearIT, we do everything to enable companies to work smarter, safer and faster. Customers come to us for our wide and extensive offering of IT services. Due to our strong growth, we are always looking for new employees.

Proximus SpearIT strengths:

  • Infrastructure projects and integrations, on-site and in the cloud;
  • Services related to networks, security, Skype for Business, storage, network and server maintenance, monitoring, service desk, and on-site support;
  • Support by IT specialists, project managers and interim managers;
  • Sale of servers, network equipment, smartphones, tablets, PCs and accessories.

What do we expect from you?

As Incident Manager:

  • Responsible for implementation and maintenance of the Incident Management Process (end-to-end);
  • Align with customer and capture business needs, interact with Proximus process managers and external partners;
  • Is accountable for the incident resolution within given target duration (SLA's);
  • Is responsible for acting as an escalation point to expedite incident resolution;
  • Escalates risk and issues;
  • Delivery of monthly KPI reporting in collaboration with service delivery manager;
  • Plan and execute continual improvements to the Incident Management Process;
  • Interact with SPOC on customer side.

As Process Designer:

  • Process Architect & Ownership - Understand the business challenge and present it to stakeholders in an effective manner;
  • Process Architect & Ownership - Identify opportunities to drive the envisioned process design incl. KPIs and dashboard;
  • Tool onboarding and improvements

Job requirements:

  • Overall 5 years of experience as Incident Manager and/or Process Designer;
  • Expert in ITIL (ideally certified) and knowledge of SIAM;
  • Process approach;
  • Excellent analytical and negociation skills ;
  • Knowledge of Service Management tools (e.g. Service Now);
  • Methodical with the ability to treat several tasks autonomously;
  • Team player with sense of responsibility and self-initative;
  • Stress resistant, patient and resilient;
  • Knowledge of MS Office;
  • Excellent communication skills coupled with customer, quality and service minded;
  • Fluent in Dutch and English. French is an asset.

What do we offer?

At Proximus SpearIT, you can take your career in many directions. You will be among the first to explore new technologies and can constantly update your skills in our ICT Academy. Our working culture is that of an SME: we say it like it is and never shy away from a challenge.

Since we form part of the Proximus Group, you also benefit from the advantages and security of a large company. You can expect an attractive salary and an extensive package of fringe benefits.

Eager to take the plunge?

Don’t hesitate: quickly send us your motivation letter and CV using the button below.

If you have any questions about the job, feel free to call Mohamed Debdabi on 0476 69 56 57.

 

Proximus SpearIT nv / sa - Carlistraat / Rue Carli 4, 1140 Evere, BE

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