IT Problem Management (ITIL, ServiceNow) – Banking – Brussels

IT Problem Management / Coordinator – Banking Client – Brussels

Rate: 600 – 700

Duration: 1 year

Hybrid Working – 3 days onsite in Brussels per month, the rest you can work remote

The Problem Management Squad ensures resolution of underlying problems of IT incidents.

We coordinate the efforts of various IT teams to identify and fix the root cause of problems that cause disruptions in our IT service deliver.

We are looking for an Problem Management Coordinator that supports the various IT and CISO teams to identify root causes of production incidents and solve them permanently.

Role and Responsibilities :

• You identify and record the problems through the review of the incidents affecting the technical infrastructure in collaboration with PMC and the Major Incident managers
• You assign and review the priority and the ranking of each problem, based on the impact and the likelihood that the underlying incidents could have on the IT services
• You support the identification and fixing of the root cause of IT incidents on a daily basis in collaboration with the technical experts of the various IT teams
• You develop and execute Problem management monitoring tools to help the Problem Managers to better prioritize the problems resolution workload and commit on corrections launch dates
• You coordinate with Change and Release Management and the GTS support teams to agree and secure the launch date(s) of the correction(s)
• You ensure the completeness and adequate level of quality of the problem and solution documentation
• You report to your manager, the head of Production, and GTS management on the performance of the Problem management process (SLA, OLA, KRI)
• You contribute to SWAT teams and Task force initiatives
• You provide input to the senior IT Production Service managers and IT Business Relationship managers to prepare the Post Incident Review report for Major IT Incidents
• You perform pro-active Problem management by continuously monitoring the less critical recurrent incidents and capturing non-technical root causes of incidents. You help the Support teams in identifying and recording problems before they create incidents
• You adapt and improve the Problem Management process to best fit with IT strategy

Required Qualifications :

Essential technical skills:

• Ability to understand distributed, mainframe or middleware infrastructure discussions and challenge IT experts in a constructive way
• You have practical experience in one or more of the following roles: Problem coordinator, Problem manager, Service (Level) manager, Service Delivery manager, IT Incident manager, IT engineer, PMC, Hotline.

Good to have technical skills

• An ITIL certification is a plus.
• Good knowledge of Production infrastructure and services, and a basic understanding of the clients Business and Services
• Practical experience with ServiceNow ITSM is a plus

Required Soft Skills:

• Analytical mind to review incidents, contributing to the identification of the root causes and proposing solutions to solve the problem
• Passionate by solving complex problems and covering multiple and new IT domains of expertise
• Excellent verbal and written communication skills in order to clearly communicate with management and business partners. Being able to explain in Business/simplified terms issues which can be highly technical and complex
• Languages: English mandatory (fluent), French or Dutch is a plus
• Good team player and continuous improvement mindset