Senior Incident Manager for major Incidents – Brussels, Belgium

Senior Incident Manager for major Incidents

Start Date asap
Duration 12 months

Function Description

The E2E OPS Incident Management Team is a crucial transversal player acting to improve the satisfaction of our internal and/or external customers.
The principal mission of Incident Management is:

  • The coordination & communication about major escalated incidents (potentially) impacting E2E Operations , Retail & Private Banking and/or their internal/external customers.
  • The Incident Manager for Major Incidents is the central point for escalation & ensures adequate communication with Business & (Senior) Management levels.
  • He/she coordinates the resolution of escalated incidents on a 7/7d and 24/24h basis, is a key player in terms of impact assessment, is responsible for the initial communication and proposes structural improvements where needed
  • He/she is the guardian of the Incident process.
  • The main focus is on restoring the service as soon as possible with minimal impact for the business.

Your profile
 

  • Languages: French Fluent (orally), Dutch Fluent (orally), English Fluent (orally and in writing)
  • Experience A minimum of 6 years’ experience in Incident management and/or in a Bank environment (with a good knowledge of products/services).
  • Familiar with the management of Major Incidents in crisis mode
  • Experience Preferable Incident management of Major Incidents as representative of the Business
  • Helicopter view of a large organization
  • Crisis management skills
  • Knowledge of a bank environment (services/products)
  • Stress resistant, able to manage crisis situations
  • Able to summarize a complex set of info into a short understandable status text
  • Team player
  • Quick self-starter, pro-active attitude
  • Ready to go the extra mile
  • Good analytical and synthesis skills
  • Good communication and influencing skills
  • Autonomy, commitment and perseverance (in organizing, priority setting, action monitoring)
  • Ability to work in a dynamic and multi-cultural environment

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