Incident & Problem Coordinator – Assignment Brugge

Location: Bruges (3 days per week onsite)
Engagement: Full-time
Duration: 6 months+, extendable
Start: ASAP

Job Description

The role is a combination of Incident Management and Problem Management.
As Incident & Problem Coordinator, you are responsible for the daily follow-up of incidents as well as the structural analysis of recurring problems. During incidents, you ensure swift coordination and clear communication. For problems, you analyze the underlying causes, facilitate RCA sessions, and ensure that structural improvements are followed up.
You work closely with service owners, technical teams, support teams, and vendors to ensure continuity, stability, and quality improvements.

Responsibilities

Incident Management

• Monitor, prioritize, and coordinate incidents according to ITIL processes.
• Organize and lead war rooms during major incidents.
• Escalate to technical teams and vendors when necessary.
• Communicate with business, end users, and management.
• Document incident details, actions, and final solutions.
• Conduct post-incident reviews and propose improvements.

Problem Management

• Coordinate and manage the full lifecycle of Problem tickets.
• Organize and facilitate Root Cause Analysis sessions.
• Identify trends and recurring issues through analysis of incident data.
• Follow up and report on corrective and preventive actions.
• Improve Problem Management processes and documentation.

Profile

Must haves

• Experience in Incident Management and Problem Management.
• Strong analytical skills and ability to identify root causes.
• ITIL knowledge and experience in ITSM environments.
• Strong communication and coordination skills, even under pressure.
• Experience with tools such as Jira, ServiceNow, Confluence, or similar platforms.
• Structured, methodical approach with focus on quality and continuous improvement.

Nice to haves

• Experience with reporting, trend analysis, or dashboards.
• Knowledge of monitoring tools.
• Experience with vendor coordination.

Offer

• Long-term assignment (6 months+, option to extend).
• Hybrid work model: 3 days per week onsite in Bruges, other days remote.
• Role with significant impact on continuity, stability, and quality improvement.