Incident Coordinator Job in Evere 1140, Brussels Belgium
Mobistar is one of the main actors in the world of telecommunications in Belgium, active in mobile telephony, fixed telephony, ADSL and on other markets with a strong growth potential. The company develops innovative products and services for the residential and the business market. Mobistar is listed on the Brussels Stock Exchange and is part of the France Télécom group.
Description
The incident coordinator follows up and coordinates of incidents related to Mobistar convergent products services, applications and network elements in the different domains concerning technical or functional issues. This is done from 7:00 to 22:00 7d/7d.
The Incident Coordinator:
- acts as a SPOC for all internal and external partners to ensure centralized Incident Communication in different languages combining a technical and customer view are provided to customers, colleagues, management members, engineers, providers and suppliers worldwide via different communication channels.
- triggers and ensure Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication. He/she debriefs in real time and reports to management on the incident resolution.
- provides a technical and customer impact analysis of every incident encountered by internal and external customers and international external partners to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
- continuously informs all stakeholders on the status of their problem through Incident Notification towards internal teams, residential or corporate customers, external partners worldwide, Mobistar management and other possible stakeholders depending on their dedicated incident domain via different channels.
- ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce customer impact in order to meet the contractual defined support of internal and external customers. He/she challenges one or different TMC (Technology Management Centre) teams at the same time on proposed solution and estimated MTTR. Establishes conference call in order to coordinate and synchronize different stakeholders.
- ensures knowledge transfer to colleagues and defines training needs, defines /updates /creates work methods in order to maintain a high quality level of Knowledge expertise. He/she suggests and implements changes with regards to procedures and work methods related to transversal activities and synergies with other entities to continuously improve efficiency and communication. Assess the link of the Incident process with the Problem management and the Change management.
- participates in duty – role.
Your profile
- Bachelor degree in IT or Telco, or equivalent through experience
- General technical knowledge in Mobile Access, Core IT/Telco and services. No specific experience required
- Able to apply rigorously the appropriate methods for the resolution of incidents
- Good analytical skills
- Care for detail
- Able to handle in crisis-situation and define priorities under pressure but within fixed procedures
- Pragmatic
- Constantly "improvement reflex"
- You are fluent in Dutch, French and English.
What we offer you
A dynamic working environment where you have every opportunity for personal development. Moreover you can look forward to the following compensation and benefits package: a market competitive salary, a performance bonus, meal vouchers, 32 holidays per year, pension provision, life assurance accident cover, medical insurance.
We believe that simple things do make a difference. Therefore we also offer: use of a mobile phone, reduced subscription fee for mobile phone and adsl, company restaurant, drycleaning, public transport and child care during school holidays.