Job Title: Service Monitoring Centre and Incident Coordination Engineer
SUMMARY
This is an exciting opportunity to join our team as a Service Monitoring Centre and Incident Coordination Engineer. As a key member of our 24/7 Service Monitoring Centre and Incident Coordination team, you will play a critical role in ensuring the smooth operation of our IT and telecom services.
Main Responsibilities:
- Monitor network and services for both internal and external customers using event monitoring, trend analysis, and real-time traffic simulation.
- Perform first-line event analysis to confirm impact and begin resolution.
- Manage and coordinate incidents across IT and Telco domains, including convergent products and services.
- Act as a single point of contact (SPOC) for all incidents (Change, Incident, Event, Problem, and Configuration Management).
- Lead coordination with internal teams and external partners/suppliers during incident handling and escalation.
- Prioritize and drive resolution during and outside business hours, especially during high-pressure or crisis situations.
- Organize and lead stakeholder meetings for escalations, ensuring effective communication and follow-up.
- Participate in root cause analysis and implement process improvements in collaboration with command centre experts.
Key Skills and Qualifications:
- Minimum secondary degree with general knowledge of IT and Telecom operations.
- Familiarity with the ITIL framework and associated service processes.
- Strong analytical and problem-solving skills.
- Effective negotiation and communication capabilities.
- Proven ability to manage crisis situations and multi-stakeholder coordination.
- Customer-oriented with strong service mindset.
- Fluency in English required, Dutch or French a plus.
About the Role:
This role requires strong technical skills, excellent communication and problem-solving abilities, and the ability to work effectively under pressure. If you are a motivated and detail-oriented individual who enjoys working in a fast-paced environment, we encourage you to apply.