Job description
Mission
As Teamlead of Team Black, you will be responsible for leading a dynamic support-oriented team within the CGI environment, and all connected applications. Your role combines operational leadership, incident coordination, and problem management to ensure service continuity, quality, and continuous improvement. You will act as the single point of contact (SPOC) for escalations, team performance, and process adherence.
Key Responsibilities
1. Team Leadership
1. Provide day-to-day leadership and coaching to the support team.
2. Facilitate team meetings, performance reviews, and development plans.
3. Implement, monitor and ensure OLA/SLA adherence in order to fairly distribute workload while delivering excellent Service Quality.
4. Foster a collaborative and accountable team culture.
2. Major Incident Management
5. Act as the SPOC for the CGI-DEV applications (Business Central) during major incidents.
6. Support the incident bridges, ensuring timely communication and resolution.
7. Liaise with stakeholders, technical teams, and management during crises.
8. Maintain the Major Incident Register and post-incident reviews.
3. Problem Management
9. Own the Problem Management process and lifecycle.
10. Identify root causes and recurring issues through trend & root cause analysis.
11. Drive permanent resolutions and preventive measures. (CAPA)
12. Collaborate with development and infrastructure teams to implement fixes.
13. Provide the monthly problem reporting within CGI
14. Owner of the Knowledge Articles within the Service Management tooling.
15. Provide the monthly problem reporting within CGI.
Competencies & Skills
Technical & Process Knowledge
16. Strong understanding of ITIL v4 practices, especially Incident and Problem Management.
17. Familiarity with monitoring tools, ticketing systems (e.g., ServiceNow, Jira), and escalation protocols.
18. Basic knowledge of web-based application architecture and support models.
Leadership & Communication
19. Proven ability to lead and motivate technical teams.
20. Excellent communication skills for both technical and non-technical audiences.
21. Conflict resolution and stakeholder management under pressure.
22. A critical and constructive mindset when dealing with stakeholders, technical and functional, in different areas of Application Development and Infrastructure
Analytical & Operational Excellence
23. Root cause analysis and structured problem-solving.
24. Ability to prioritize and manage multiple high-impact issues simultaneously.
25. Continuous improvement mindset with a focus on service quality.
Your Profile
26. Bachelor’s degree in IT or equivalent experience.
27. Minimum 3 years in IT support or operations, with at least 1 year in a leadership or coordination role.
28. Fluent in English; Dutch is a plus.
29. Strong ITIL awareness; certification is a plus.
Why Join Team Black?
You’ll be at the heart of operational excellence, driving stability and innovation in a fast-paced environment. This role offers a unique blend of leadership, technical coordination, and strategic impact.
Required experience3 years We offer
30. Location is flexible; we're open to candidates in either Belgium or North Macedonia. Travel frequency will be around 1-2 times per year.
31. Hybrid working according to a 3/2 regime (3 days office/home)
32. An exciting job in a leading dynamic company with no-nonsense culture
33. New team and strategy within a vast company with lots of possibilities of growth
34. A job with high responsibility and lots of variety
35. An attractive salary package
36. Freelance or contract (possibility for extra-legal benefits such as meal vouchers, hospitalization insurance, company car...)