Functieomschrijving

Major Incident Management:

• You take full ownership of the end-to-end management of major IT incidents impacting critical services.
• Leading and coordinating the Major Incident process from detection to resolution
• Mobilising the right technical experts and stakeholders to restore services quickly
• Ensuring clear, structured, and timely communication with users and stakeholders
• Driving rapid service restoration while ensuring longer-term corrective actions are defined and implemented
• Managing related change activities
• Documenting incidents in ITSM tools and leading post-incident reviews
• Ensuring root causes are identified and addressed through structured problem-solving

Problem Management

• You are responsible for the effective management and continuous improvement of the Problem Management process.
• Reviewing and improving the current process to ensure consistent application across the organisation
• Defining clear governance, standards, and ways of working
• Ensuring recurring incidents are analysed and permanently resolved
• Driving structural improvements to reduce operational disruptions

Disaster Recovery & Continuity

• Identifying risks that could impact critical services
• Designing and maintaining disaster recovery procedures and plans
• Organising and validating regular recovery tests
• Coordinating with IT and business teams to ensure fast recovery of services
• Minimising downtime and data loss in case of incidents or crises