Major Incident Manager / Service Management Consultant

Arηs Group – part of Accenture - is a market leader in the management of complex IT projects and systems. Founded in Luxembourg in 2003, we have grown to encompass 12 entities worldwide, employing over 2,500 employees in Luxembourg, Belgium, Greece, Italy, Portugal and Bulgaria. With our focus on getting things done, we help our clients achieve their goals with best-of-breed solutions, superior execution and exceptional services. We offer bespoke software development, data science, infrastructure, digital trust and mobile development to government institutions at national and European level, telecom providers, and financial institutions, among others. Our bold company culture is built around working hard and playing hard, with a flat and agile structure that lends itself to efficiency and employee empowerment. We value our diverse workplace of close-knit teams and provide a place where everyone can be supported to learn and evolve.

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.

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.