What can you expect?
As a Problem Coordinator, you will be responsible for overseeing problem tickets and ensuring timely and effective resolution. Your role will involve reviewing problem tickets, analyzing their root causes, coordinating with relevant stakeholders, and implementing preventive measures to minimize incidents. You will also be responsible for documenting known errors and building a comprehensive knowledge database to enhance problem-solving capabilities.
Responsibilities:
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- Review problem tickets and identify underlying issues.
- Analyze problem tickets and assign them to the appropriate instances for investigation and resolution.
- Ensure accurate and complete entry of information during problem investigations.
- Monitor and follow up on problem tickets to ensure progress is made and resolution is achieved within defined timelines.
- Review problem investigations and identify patterns or similarities to improve problem management processes.
- Take proactive measures to prevent problems from escalating into incidents.
- Provide suggestions for short-term workarounds to address problems or incidents.
- Verify structural solutions (enhancements) proposed by the IT development team and close problem tickets under your management.
- Document known errors in a dedicated database for both problems and incidents that do not have a solution yet.
- Build a comprehensive knowledge database once solutions have been identified and implemented.
Interactions with:
- BackOffice: Collaborate with the BackOffice team to gather relevant information and insights related to problem tickets.
- Incident Manager: Coordinate with the Incident Manager to ensure a seamless transition from problem identification to incident resolution.
- IT Development team: Verify and validate structural solutions proposed by the IT Development team and provide feedback as necessary.
- Process Team: Collaborate with the Process Team to ensure problem management processes are aligned with organizational standards and best practices.
- External 3rd parties: Engage with external parties to gather information, coordinate actions, and resolve problems efficiently.
Who are we looking for?
- You have a first experience in Problem / Incident Management.
- You speak Dutch, French and English fluently.
- You are able to analyze complex problem scenarios, identify root causes, and develop effective solutions.
- Strong coordination skills to collaborate with various teams and stakeholders involved in problem resolution.
- You have excellent verbal and written communication skills to articulate problem details, proposed solutions, and progress updates.
- You are able to think outside the box and propose innovative approaches to problem resolution.
- Proficient in actively listening to the concerns and feedback of team members, stakeholders, and customers.
- You have the ability to work effectively under pressure and manage multiple priorities simultaneously.
- Strong team collaboration skills and a willingness to work collaboratively towards problem resolution.
What do we have to offer?
- A competitive salary with plenty of benefits, such as a company car or transport allowance, meal vouchers, a group and hospitality insurance, etc.
- A team of supportive colleagues who’ll make you feel right at home.
- A chance to develop your talents in our Tobania.Academy.
- The opportunity to turn your new colleagues into friends during our legendary Friday drinks and other exciting events.
So … Tobania, who’s that again?
Tobania is a dynamic and fast-growing Belgian company. We present ourselves as a Business & Technology Consulting partner for private businesses and governments who want advice, expertise, services and solutions to successfully execute their digital transformation process.
