Incident Management Team

For the incident process of one of our customers, IT Builders is looking for a team of incident analysts. The incident analysts will work in one service domain but multiple functional domains (transaction processing).

The activities will focus on incident analysis and coordination of the resolution with the IT-vendor and market parties. This is organized in recurring Transaction Hubs per where the incident analyst prepares, facilitates and coordinates.

Team composition:

• 1 Team Lead
• 2 Senior Incident Analysts
• 2 Medior Incident Analysts
• 4 Junior Incident Analysts

Hand-over and training for a new resource will have to be organized by the team.

Team Requirements:

• On workdays, there has to be an availability of 8hr per workday ensuring coverage during business hours. There is some flexibility on work time start and end, but the team should be working between 9:00AM and 4:00PM (excluding lunchtime).
• Each workday an availability is expected from the team.
• Since the knowledge can be very specific, the organization of the team is expected to guarantee that every domain is covered every workday.
• Weekend work will not be needed.
• Answers to users have to be in the language of the user (French, Dutch or English).
• The team members should be able to explain technical issues in an understandable way to the customers.
• The team will organize knowledge transfer in the team so that a solution for an incident can be reused. The team is responsible for this resolution and keeps the Knowledge DB updated with these solutions.
• The team will organize frequent feedback to the problem and change team so that recurrent incidents are grouped and combined for problem analysis.
• Onboarding and Offboarding procedures have to be followed for new/leaving resources.

Link: https://www.careers-page.com/itbuilders/job/L84R73W3