Incident / Problem manager

• Manage the end-to-end Incident Management process for application-related incidents.
• Lead and coordinate the Problem Management process, including root cause analysis and corrective actions.
• Monitor and follow up on application-related incidents, ensuring appropriate prioritisation and resolution.
• Identify trends and recurring incidents and implement actions to reduce incident volumes.
• Support the management of incidents across different priority levels, including P3–P4.
• Monitor application environments using Datadog.
• Work with ServiceNow for incident and problem management.
• Analyse incident trends and identify opportunities for service improvement.
• Collaborate with application, infrastructure, and technical teams to resolve complex issues.
• Contribute to the continuous improvement of application support and IT service management processes.
• Participate in an on-call rotation, currently expected to be approximately one week in three. Out-of-hours incident volumes are currently low.

We are looking for someone with a backgound Incident Management, Problem Management, or Application Support experience.

You should have:

• Proven experience in Incident Management and/or Problem Management or Support engineering. .
• Previous experience within an Application Support environment.
• Experience working with ServiceNow.
• Experience with Datadog or a similar monitoring solution.
• Good working knowledge of SQL.
• A hands-on approach and the ability to work closely with technical teams.
• Strong analytical and problem-solving skills.
• Good communication and stakeholder-management skills.
• The ability to work effectively in a small, collaborative team.
• Fluent/professional English.

• A permanent position in Brussels.
• The opportunity to take ownership of Incident and Problem Management processes.
• A role focused on service stability, incident reduction, and continuous improvement.
• A collaborative environment within a small Application Support team.
• Exposure to modern monitoring and IT Service Management tools, including Datadog and ServiceNow.
• A structured on-call rotation with relatively low out-of-hours incident volumes.