Major Incident Manager / Service Management Consultant

ARHS Group, part of Accenture, is seeking a Major Incident Manager for a client in Brussels within the Belgian Health Insurance domain. The role involves chairing war-rooms, managing critical incident resolution, minimizing business impact, and preventing recurrence through root cause analysis. The manager will also define and follow up on structural remediation actions. When not managing major incidents, the role transitions to a service consultant within the service management team, participating in ITSM processes like incident, problem, and change/release management, and daily team operations. This is a hands-on role focused on continuous improvement and adherence to industry standards.

Must Have

• Chair the War-room when invoked
• Manage the resolution of critical incidents
• Expedite the resolution of outages
• Ensure proper teams are engaged
• Provide communication to stakeholders and senior management
• Minimize adverse impact on the business caused by events within infrastructure
• Prevent recurrence of incidents
• Define structural remediation via root cause analysis of incidents
• Follow up actions to improve or correct the situation
• Ensure regular communication on both business and technical levels
• Participate in the daily operation of the service management team and related activities
• Participate in Incident and Problem management (Service Meetings, Incident review boards, Problem meetings, data analysis)
• Outstanding interpersonal and organization skills
• Experience in handling complex situations and escalations
• Excellent oral and written communication skills in Dutch and French
• Analytical skills with experience of the use of root cause analysis tools and techniques
• Strong leadership presence under pressure
• Ability to work under stress and time constraints
• Very good communication and presentation skills
• Flexibility
• Sufficient technical background (infrastructure and applications)
• Experience working in an environment based on ITIL best practice frameworks
• Knowledge of IT infrastructure and application technologies
• Good ICT background (infra / dev / project)
• Deep theoretical and practical ITIL knowledge
• Proven experience with the implementation of ITIL processes
• Agile mindset and attitude

Perks & Benefits

• Competitive and attractive salary package
• Comprehensive health insurance plan from day one
• Convenient meal allowance provided through a ticket restaurant card
• Opportunity to take part in impactful projects at national and European level
• In-house training sessions
• Wide range of online learning opportunities
• Collaborative culture with regular celebrations of achievements and milestones

Company Description

Arηs Group, Part of Accenture, specializes in the management of complex public sector IT projects, including systems integration, informatics and analytics, solution implementation and program management. Our team helps lead clients through digital and information systems design, bringing expertise in a variety of areas ranging from software development, data science and security management to machine learning, cloud, and mobile development.

Arηs Group was acquired by Accenture in July 2024.

Job Description

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.

Qualifications

Your profile

• Outstanding interpersonal and organization skills, ensuring smooth cooperation with a diverse set of stakeholders
• Experience in handling complex situations and escalations
• Excellent oral and written communication skills in Dutch and French
• Analytical skills with experience of the use of root cause analysis tools and techniques
• Strong leadership presence under pressure
• Ability to work under stress and time constraints
• Very good communication and presentation skills
• Flexibility is expected, but 24/7 availability is not required

Technical skills

• Sufficient technical background (infrastructure and applications) to properly perform your role as a major incident manager
• Experience working in an environment based on ITIL best practice frameworks
• Knowledge of IT infrastructure and application technologies
• Good ICT background (infra / dev / project) is required, valuable for interacting with different ICT stakeholders.
• Deep theoretical and practical ITIL knowledge, as well as proven experience with the implementation of these ITIL processes.
• Agile mindset and attitude, as the service management team is organised in an agile ‘scrum’ way to perform their daily operations.

Additional Information

WHAT´S IN IT FOR YOU?

• We value your contribution, which is why we offer a competitive and attractive salary package.
• Your wellbeing is our priority – from day one, you are covered by a comprehensive health insurance plan.
• Benefit from a convenient meal allowance provided through a ticket restaurant card.
• Take part in impactful projects that make a difference at both the national and European level.
• Continue to grow with us through in-house training sessions and a wide range of online learning opportunities.
• Join a collaborative culture where we regularly celebrate achievements and milestones together.