In this pivotal role, you will direct IT disaster response and crisis management activities in compliance with the organization’s standards and processes. This dual focus requires a unique blend of an excellent Coordination skills, good knowledge of how an IT organization works, and Leadership skills to navigate both the daily challenges of IT service management and the complexities of preparing for and responding to potential IT service disruptions.
Key Responsibilities
1. Major Incident Management:
-
You will lead the response to major incidents, coordinate with IT teams and vendors to restore services as quickly as possible in case of an IT disaster.
-
You coordinate the communication flows and act as a point of contact for internal IT Management.
2. Problem Management:
-
You plan and coordinate a lessons learned (Post Incident Review) session to eliminate the reoccurrence of same issue.
-
You ensure each problem has an owner and that underlying problem tasks are dispatched to the right IT teams.
-
In the event that a vendor's actions contribute to a disaster, you will compile a case to support any necessary chargebacks. You will also remain as a point of contact for internal Finance team.
3. Reporting:
-
You deliver regular reports on major incident metrics.
-
You capture, monitor, and maintain data and reports related to the business costs and impacts resulting from IT disasters.
-
You report on disaster recovery activities and improvements.
-
You report on the observations/progress post Major Incident Review meetings.
-
You make the minutes of the meeting reports as relevant.
4. Consultancy & Support:
-
You give advice in disaster recovery plans in alignment with ITSM principles and business continuity strategies towards IT Service Centers.
-
You organize and assist “On-demand” Disaster Recovery Exercises.
-
You prepare and assist in IT Audits.
-
You follow-up on the SLAs drawn up with the suppliers according to the contracts.
-
You support and nurture process improvements and knowledge base improvements.
-
You take lead in continuous improvement projects w.r.t. business continuity (Eg: Setup a physical disaster room).
5. Daily coordination:
-
You ensure that all administrative tasks and reports, including contract information, are accurately maintained and kept up-to-date.
-
You prepare and manage the daily/weekly/annual planning for major incident coordinators including On-call planning.
-
You prepare the agenda for team briefing meetings, follow-up and ensure the action items are closed.
Working Conditions
-
This role is situated in a fast-paced, ever-evolving IT landscape, requiring constant learning and adaptation to new technologies and methodologies.
After-Hours Availability:
-
Given the critical nature of the role, you may be required to be available outside of standard working hours, including nights, weekends, and holidays, particularly during significant incidents or disaster recovery operations.
-
You will assume the role of On-call on rotational basis where you are available to support 24x7 in case of urgent/emergency situations.
You will be required to work at the company headquarters in Belgium for a period ranging from three to nine months.
Experience:
-
A minimum of 8 to 14 years of experience in IT service management, with proven expertise in incident, problem, and change management. Demonstrated experience in developing and executing disaster recovery plans is essential.
-
Major incident Management or Disaster Management.
-
Major incident coordinator or Major incident Manager or Disaster Coordinator.
-
Retail is highly recommended.
-
Problem Manager- Secondary Skill
-
Service now.
-
Bachelor’s degree in information technology, Computer Science, or a related field is required.
-
Certifications in ITIL, ITSM, or related areas are highly desirable. Additional certification in disaster recovery planning, such as CBCP (Certified Business Continuity Planner)
Technical Skills:
-
Very good understanding of IT infrastructure (on prem) setup and cloud applications and interdependence between different teams in the organization.
-
Proficiency in ITSM software tools and platforms.
-
Familiarity with business continuity and disaster recovery best practices and standards.
-
In-depth knowledge of ITIL frameworks and methodologies. Understanding of risk management principles and their application in IT service continuity.
Behavioral Qualifications:
Decision-Making: Strong decision-making skills, with a focus on making informed decisions that minimize risk and maximize service continuity.
-
Communication Skills: Outstanding communication abilities, capable of clearly articulating technical concepts to both technical and non-technical stakeholders. Effective in written and verbal communication.
-
Leadership and Teamwork: Demonstrated leadership abilities with a track record of leading cross-functional teams in a collaborative environment. Ability to motivate, guide, and mentor team members towards achieving ITSM and disaster recovery objectives.
-
Adaptability: High level of adaptability and flexibility in a fast-paced and changing environment. Ability to manage multiple priorities and adapt to new challenges and opportunities.
-
Stress Management: Capacity to maintain composure and deliver under stressful situations, particularly during critical incident management and disaster recovery operations.
