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Incident & Problem Manager

Incident & Problem Manager

TelenetBelgium
Il y a plus de 30 jours
Description de poste

Join the Infrastructure & Operations tribe

You’ll be part of the Central Operations team, which is the beating heart of Operations.

You’ll work closely with teams across the entire Telenet landscape, ensuring the highest level of support is provided for all services and products within the Operations scope. It is a challenging role with never a dull moment.

Your Role as Incident & Problem Manager

As an Incident, Problem & Duty Manager, you will :

  • Be part of the Central Operations team, covering IT, fixed network, and mobile network operations.
  • Ensure incidents are picked up and handled by the appropriate support teams within SLA.
  • Act as the single point of contact (SPOC) for ticket escalations from business stakeholders.
  • Drive root cause investigations in both reactive and proactive problem management.
  • Coordinate critical and major outages, ensuring timely and clear communication across the company.
  • Be part of an on-call duty rotation to manage incidents outside business hours.
  • Organize lessons learned sessions and track improvement actions.
  • Lead taskforces to improve the performance and reliability of critical services.
  • Host meetings with diverse teams, both offshore and onsite, across different cultures.
  • Collaborate with the process department to design and update operational processes.
  • Ensure all stakeholders adhere to support processes and standards.
  • Participate in operational readiness assessments to ensure new changes or projects align with operational capabilities.

What we have to offer

Telenet is a company that invests in you and adapts your work environment to your needs. So you can develop yourself and ensure a good work-life balance. What else do we offer?

  • You get every opportunity to further develop your expertise. We stimulate your personal growth with internal mobility opportunities and extensive learning opportunities, but also give you the chance to press the pause button after a while ortake a completely different path.
  • A varied job in which you achieve tangible results and make your mark.
  • A competitive gross monthly salary that we complement with fringe benefits (meal vouchers, cell phone, car option, hospitalization insurance, telephone subscription, discounts on Telenet products, possibility to work from home, ...).
  • The fine company of colleagues who are as passionate as you are

    • Our Ideal Incident & Problem Manager Has…

  • At least 2–3 years of experience in incident or problem management, preferably in telecom, IT, or service-oriented environments.
  • A bachelor’s or master’s degree in a technical, economic, or IT-related field—or equivalent experience.
  • Excellent understanding of the IT domain and ITIL-based processes.
  • Strong analytical skills and a solution-oriented mindset.
  • The ability to translate technical language into business terms.
  • Fluency in English and strong communication skills.
  • A process-minded approach with a passion for continuous improvement.
  • The ability to remain calm and effective in high-pressure situations.
  • Flexibility, eagerness to learn, and a natural curiosity to get to the root of issues.
  • Experience in multicultural environments and a strong sense of customer impact.
  • A team player attitude and a never-give-up mentality.
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