Process Manager – Major Incident & Problem Management

Industry: Insurance / Financial Services

Location: Brussels

Start date: As soon as possible

Contract duration: Until 31 December 2028, renewable

About the Role

We are looking for a technically oriented Process Manager with strong coordination and communication skills. You will work closely with IT feature and product teams to restore critical business services and prevent recurring incidents.

The successful candidate must have a broad understanding of both IT infrastructure and software environments.

Responsibilities

- Coordinate and communicate during major incidents.
- Ensure major incidents are properly analysed.
- Coordinate tactical and structural solutions to restore critical business services as quickly as possible.
- Manage the resulting problem records, including MTTR, monitoring improvements, resilience and recurrence prevention.
- Support feature and product teams in defining the most suitable solutions based on technical findings and monitoring information.




- Ensure the correct follow-up and reporting of problem records in Silva / ServiceNow.
- Escalate critical matters to senior management when necessary.
- Participate in the Major Incident Management team’s coverage between 07:00 and 18:00.
- Join an on-call rotation outside business hours, approximately one week every four to six weeks.

Required Experience

- At least four years of ITIL process experience.
- At least four years of Major Incident Management experience.
- At least four years of experience with observability or monitoring tools.
- At least four years of experience with IT service management tools.
- Strong knowledge of incident, problem and service management processes.
- Good overall understanding of infrastructure and software.
- Excellent coordination, stakeholder management and communication skills.

Languages

- English, combined with either Dutch or French.

Contract Information

- Time and Material assignment.
- Long-term opportunity until the end of 2028.
- Contract renewable.

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