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IT Major Incident Manager

Job Description

Division: Group Technology Services (GTS)

Please note that this is a permanent position and we do not offer freelance/contract arrangement for the role.

The Role

IT Major Incident Manager manages major incidents the organization faces and coordinates efforts to solve the incidents. The IT incident Manager is in direct contact with the escalation managers of other divisions and the business entities of the group. They support them in correctly assessing the priority of the incidents and ensure a smooth communication across the organization.


Technical skills

  • Broad and deep technical expertise and experience as well as functional knowledge of the systems. 
  • Specialization in multiple software or business applications. 
  • Able to quickly assess a situation and the needs for further escalations. Can assess the business impact of an IT incident.
  • Has strong communication skills and is able to talk to both system engineers experts and senior business people adapting communication style accordingly.
  • Soft skills

  • Complexity & problem solving: Handles standard & non-standard situations with low level of uncertainty, covering multiple domains of expertise.
  • Decision making: Uses sound judgment to take decisions within the operational domain. Fosters the development of new/improved procedures and methods within the own operational domain. Makes decisions and supports the decision process of significant importance in the own operational domain.
  • Stakeholders management : Builds network of internal relationships across the organisation to deliver across the variety of domains. Uses persuasion and influencing skills to get required support. Autonomously deals with tensions and disputes, looking for consensus and benefits for the company
  • Strategic approach and impact: Masters the delivery process and continuously looks for improvements to evolve own domain of responsibility. Drives the medium term evolution of the own domain and looks how actions and decisions can impact in a longer perspective. Leads the change process at the implementation, supports and participates in the change within the broader framework.
  • Autonomy and leadership: Works autonomously on a large domain. Works within clearly defined (periodic) targets, with full responsibility of delivery. Provides regular feedback to management on objectives achievements. 
  • Stress resistant and ready to regularly work outside standard business hours (8 hours shifts cycle).
  • Motivation to work in a challenging environment with new complex situations to manage every day,
  • The position is Brussels, Paris, London or Krakow based. Currently three of the team members are Brussels based, one is London based and one Hong-Kong based. The new team member should be ready to travel occasionally to meet their team colleagues and business network.

    The candidate should be ready to work in daylight shifts (6AM-10PM) and watchduty.

    We offer an excellent opportunity to practice and develop your talents in a highly professional and motivated team, interacting with many stakeholders across the whole organization. 

    Hybrid work arrangement. 

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