Job Description – Major Incident Manager / Operations Manager

Location: Ghent region (hybrid – max. 2 days remote per week)
Commitment: Full-time freelance assignment
Duration: Until the end of 2026 (with option for extension)
Start: As soon as possible

Assignment Context

For a large organization in the Ghent region, we are looking for an experienced Major Incident Manager / Operations Manager with a strong background in real-time IT operations, Command Center operations, and Major Incident Management (MIM).

You will lead the ‘front line’ of the IT organization and are responsible for coordination, follow-up, and communication during critical incidents (P0/P1). You act as the central point of contact for technical teams and senior management, ensuring a swift and efficient approach to service disruptions.

Role & Responsibilities

• Lead the entire Major Incident Management process for P0/P1 incidents.
• Facilitate the virtual war room and direct technical teams towards rapid service restoration.
• Central coordination between Connectivity, Cloud, and Application towers.
• Safeguard 24/7 monitoring, event correlation, and situational awareness.
• Align with deployment engineers and safeguard the Forward Schedule of Change.
• Translate technical updates into clear Business Impact Statements.
• Ensure correct ITSM governance during incidents.
• Initiate Problem Management based on incident trends.

Profile & Requirements

• 8–10+ years of experience in IT Operations (NOC/SOC/Command Center).
• At least 2–3 years of experience in a leading Major Incident Management role.
• Strong in executive communication and crisis coordination.
• Experience with monitoring, event correlation, and incident handling in enterprise environments.
• ITIL v4 Strategic Leader or ITIL v3 Expert (or equivalent).
• Stress resistant, analytical, and strong organizational skills.

Why this assignment is interesting

• Strategic role with significant business impact.
• International context.
• Modern, complex environment with 24/7 operations.
• Assignment until the end of 2026 with possible extension.
• Hybrid setup: maximum 2 days remote per week.