Incident / Problem manager

Over deze functie

Are you the Incident Manager we’re looking for?

We are looking for an experienced Incident / Problem Manager to join an Application Support team based in Brussels.

You will play a key role in managing application-related incidents and problems, with a strong focus on reducing recurring incidents, improving service stability, and driving continuous improvement.

You will join a small, collaborative team and work closely with technical and application support teams to ensure incidents are effectively managed, root causes are identified, and appropriate corrective actions are implemented.

Role

* Manage the end-to-end Incident Management process for application-related incidents.
* Lead and coordinate the Problem Management process, including root cause analysis and corrective actions.
* Monitor and follow up on application-related incidents, ensuring appropriate prioritisation and resolution.
* Identify trends and recurring incidents and implement actions to reduce incident volumes.
* Support the management of incidents across different priority levels, including P3–P4.
* Monitor application environments using Datadog.
* Work with ServiceNow for incident and problem management.
* Analyse incident trends and identify opportunities for service improvement.
* Collaborate with application, infrastructure, and technical teams to resolve complex issues.
* Contribute to the continuous improvement of application support and IT service management processes.
* Participate in an on-call rotation, currently expected to be approximately one week in three. Out-of-hours incident volumes are currently low.

Offer

* A permanent position in Brussels.
* The opportunity to take ownership of Incident and Problem Management processes.
* A role focused on service stability, incident reduction, and continuous improvement.
* A collaborative environment within a small Application Support team.
* Exposure to modern monitoring and IT Service Management tools, including Datadog and ServiceNow.
* A structured on-call rotation with relatively low out-of-hours incident volumes.

Benefits

* 3 days remote