IT CHANGE, INCIDENT & PROBLEM MANAGER (I& O ARCHITECTUUR)
The retail industry is rapidly changing and so is the IT landscape at Carrefour Belgium. Topics like mobile solutions, digital & e-commerce, real time data integration, big data, digital marketing, smart scan, hybrid sales devices, mobile payments, ... have our greatest attention these days.
To manage this constant change and to cope with our challenges, we are looking forward to hiring a IT Incident & Problem Manager with relevant knowledge and experience of managing outsourced partners and ITIL .
Our ideal candidate is familiar with ITIL processes and outsourcing.
The responsibilities of a Incident & Problem manager at Carrefour include the following ones, but may slightly vary depending on your level of seniority and the extra value you can add:
Analyze incident and services tickets (Incident Monitoring).
Creation of reports of service failures (Incident Classification and Trouble Ticketing). Create Dashboard with health/operation issues during the day
Diagnosis of Service Problems (Incident Investigation, Analysis and diagnosis).
Monitoring of service failures (Incident Resolution and Service Restoration)
Close the service ticket / Report Service problem (Reporting and Process Interface).
Implement dashboards and End-to-End SLA reporting over different outsourced partners
Service Problem Management
Observe the incidents and find some specific pattern that is occurring in the service incidents.
Investigate the root cause of an incident and perform the corrective and preventive action required to ensure that the incident is not repeated.
Manage and coordinate the process of solving the problem among all the areas involved.
Keep informed about the progress in the investigation of the problem (for the problems that are determined critical or of greater visibility) and make a closing report if it is required.
Liaise with other teams to get the solution implemented
Customer centricity. Be the vocal point of customers in case of escalation wrt incidents/services.
You hold a master’s degree or bachelor (equivalent in experience) IT.
You have 5 years of relevant work experience.
You’re fluent in Dutch or French and English.
You are customer oriented, with excellent communication skills, capable to defend your ideas, but open to listen to others as well.
You’re able to manage huge workloads and you’re flexible to deal with (occasional) incidents outside of office hours.
You’re eager to learn and you have a huge appetite for innovative technologies and changing trends in the market.
You have a positive and accountable mindset.
You value the true meaning of team objectives.
A permanent position, also key function at our IT department.
An attractive salary, company car and fuel card.
A pension plan, meal vouchers, exclusive discounts in our stores, bonus plan and net remuneration, laptop, smartphone and 26 holidays per year.
Permanent trainings, the possibility to grow, internal career opportunities.
In a changing world, diversity and inclusion are core values. At Carrefour, we want to attract and retain women and men - of all ages and backgrounds, each with their own experience. We are convinced that with this we can satisfy our customers, strengthen our results and our strength of innovation.