The Incident & Service Coordinator is responsible for coordinating, following up, and monitoring incidents within multiple Atrias domains (Billing, Settlement, and Prepayment), with the aim of guaranteeing service continuity and minimizing business impact as quickly as possible. The role focuses on correct process execution, clear communication with stakeholders (the grid operators, energy suppliers, and application vendors), and continuous quality improvement of incident handling.

Core tasks and responsibilities

Incident coordination & follow-up

• Responsible for the end-to-end follow-up of incidents, from registration to closure, in accordance with the agreed procedures and SLAs.
• Monitoring priorities, impact, and urgency, and making timely adjustments where necessary.
• Operational follow-up of call queues and incident backlogs.

Process and quality monitoring

• Accountable for the correct execution of the incident management process within the service team and with external vendors.
• Monitoring and maintaining quality and reporting dashboards (facts & figures, trends, backlog evolution).
• Identifying structural issues and providing input for problem management (trend analyses, grouping of root causes).

Stakeholder and communication management

• Active participation in weekly meetings with internal teams, vendors, and external stakeholders.
• Ensuring clear and timely communication about incident status, escalations, and expected recovery times.
• Escalating to the Service Delivery Manager (SDM) in case of operational or structural bottlenecks.

Continuous improvement

• Contributing to the improvement and streamlining of incident procedures, reporting, and working methods.
• Supporting first line and second line teams by analyzing recurring incidents and facilitating knowledge sharing.
• Providing feedback on internal processes when these hinder operational functioning.

Context/Requirements

The Belgian energy distribution system operators for the gas and electricity market have established ATRIAS with the aim of developing and managing the standards for information exchange as part of the market liberalization processes on the one hand, and the development of a new federal application "Central Market System" on the other. The introduction of these standards and of the new central market system should facilitate the exchange of data on the Belgian energy market between suppliers, transmission system operators, and distribution system operators.