Join our dynamic IT team at AXA Belgium! We are looking for a Major Incident Practice Lead to oversee our daily IT operations, ensuring a rapid resolution for major incidents and maintaining optimal system performance in our cloud solutions (SaaS, PaaS, IaaS, etc.).
The purpose of this role is to manage our IT systems and ensure their reliability across the organization while transitioning from traditional setups to cloud-based solutions.
In this role, you will be responsible for our production environment and ensure it is operational for all applications. During service interruptions, you will act swiftly, involving all stakeholders in resolving IT incidents and preventing future occurrences.
Tasks Description:
* Lead the daily coordination of major incidents, supported by the major incident management team.
* Facilitate daily MIM meetings and manage the MIM dashboard to prioritize incidents, minimize downtime, and maintain excellent data quality.
* Serve as the primary contact for our Incident Management Practice.
* Manage the practice backlog and ensure continuous process improvement in our IT incident management processes.
* Resolve IT issues of medium complexity, coordinating solutions while maintaining the integrity and quality of the system.
* Monitor business-critical applications and infrastructure to ensure system continuity and reliability.
* Manage operational tasks within SLAs and standards, providing timely reporting to senior management and the business.
* Build strong relationships with users to understand their needs and challenges.
* Mentor colleagues, share your technical expertise in incident resolution, and help them excel in their roles.
* Collaborate with our Problem Management and Event Management leads to enhance overall IT service quality.
Your Profile:
* Master's degree in IT or equivalent professional experience.
* At least 3 years of professional experience in IT incident management.
* Fluent in Dutch or French, with excellent English skills. Knowledge of the other national language is a plus.
* Analytical mindset and strong communication skills.
* Knowledge of APM solutions is a plus.
* Willingness to learn and adapt to our diverse technologies.
If you are an experienced Major Incident Manager looking to lead a dedicated team in a fast-changing environment, we encourage you to apply now and become part of AXA's commitment to excellence in IT service delivery!
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