Major Incident Manager / Service Management Consultant

ARHS Group – part of Accenture – is looking for a Major Incident Manager for one of its clients in Brussels, a key payer in the Belgian Health Insurance domain.

Role & responsibilities

• Chairing the War-room when invoked
• Responsible for managing the resolution of critical incidents. The objective is to expedite the resolution of outages by ensuring that the proper teams are engaged and provide communication to our stakeholders and senior management.
• Responsible for minimizing the adverse impact on the business caused by events within our infrastructure, and to prevent recurrence of incidents. To achieve this goal, you define which structural remediation is required via root cause analysis of incidents and then follow up the actions to improve or correct the situation.
• Continuously increasing your knowledge of industry standards in the fields of incident management and adjoining fields, with the intent of offering possible improvements to the organisation.
• Ensuring regular communication on both business and technical levels

In the absence of major incidents, you will serve as a service consultant within the service management team.

• Part of the service management team that owns the ITSM processes, including incident, problem, change / release processes.
• Participating in the daily operation of this team and related activities, especially regarding Incident and Problem management. (Service Meetings, Incident review boards, Problem meetings, data analysis)
• This is a hands-on role, not a coaching role.