Problem and Incident Manager

About us

NTT DATA – a part of NTT Group - is a Top 10 global IT services provider, headquartered in Tokyo, with over 150,000 employees.

We deliver consulting solutions
by combining specialized sectorial knowledge, our transformation management skills, and our large technology expertise (data, RPA, AI, low code, cloud, IoT, virtual reality), to keep our clients, as well as society, a step ahead in this digitally dynamic world.

At NTT DATA everything we do is guided by our core values. We respect every
voice
, think
bold
, deliver the
outcome
and win
together
. Our leadership approach enables our people to feel
inspired
to contribute, empowered to take initiative, and genuinely
cared
for in their growth and wellbeing.

We are looking for a
Problem and Incident Manager
to work for a
European Public Agency
in Strasbourg, France.

Your role:

The Problem and Incident Manager is responsible for overseeing the end-to-end management of infrastructure-related incidents and problems. The role ensures the stability, performance, and resilience of core IT infrastructure systems, including servers, networks, storage, and data center operations.

Some of the main responsibilities include:

As an
Incident Manager
:

• Lead the response and resolution of critical infrastructure incidents (e.g., server outages, network failures, storage disruptions).
• Coordinate response efforts across infrastructure, networking, security, and vendor support teams.
• Monitor incident queues and ensure adherence to SLA response/resolution times.
• Communicate effectively with stakeholders during infrastructure outages, providing regular updates and estimated time to resolution (ETR).
• Perform and document root cause analyses following high-impact incidents.

As a
Problem Manager
(infrastructure focused):

• Identify recurring infrastructure failures, performance bottlenecks, or chronic outages.
• Conduct detailed root cause analysis using structured methods (5 Whys, Fishbone Diagram, Fault Tree Analysis).
• Collaborate with infrastructure engineers and architects to implement permanent corrective actions.
• Develop and maintain the Known Error Database (KEDB) for infrastructure-related issues.

Operations
and
continuous improvement
:

• Analyze incident and problem data to identify trends and drive service improvements.
• Work closely with Change Management to ensure preventive actions are implemented without introducing new risks.
• Contribute to infrastructure reliability initiatives such as monitoring improvements, failover testing, and capacity planning.
• Ensure all processes align with ITIL best practices and are continuously improved.

Your profile:

• You have more than 2 years of experience in a combined incident/problem management or IT operations role with a focus on infrastructure.
• You have technical understanding of infrastructure domains including: Windows/Linux servers, networking (LAN/WAN, firewalls, routers, switches), virtualization (VMware, Hyper-V), Storage and backup systems and data center operations.
• Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy).
• ITIL v3/v4 Foundation certification is highly valuable.
• You have strong communication skills and the ability to coordinate across technical and non-technical teams.
• You are fluent in English.
• You must be eligible for EU Security Clearance (at least 5 years of EU nationality is required).

Why NTT DATA?

We value a
collaborative
and
supportive
environment, celebrating
curiosity
and
engagement

Career development.
Training path and access to learning opportunities such, yearly performance reviews and a mentorship program

We believe in
work-life balance
and
flexibility.
Wear casual clothing, decide your working hours and enjoy our hybrid working model

We are a certified
'Top Employer'
in Belgium and Europe

Health & well-being.
Focus on your mental health with access to a platform with certified psychologists & mental health workshops. Take a break with one of our online fitness and well-being sessions

Diversity & inclusion.
We are committed to equal employment opportunities regardless of gender, gender expression and identity, sexual orientation, religion, culture, origin, disability, age, or other personal and social characteristics.
#WeAreAllUnique
#YouMakeUsUnique

Internal Referral program Talent Friends.
Refer a friend and receive a bonus when they join.

On top of this, your benefits will include:

Partial monthly reimbursement of transportation costs

Sustainable mobility allowance

Medical & life insurance partially covered

Teleworking equipment allowance

Company phone

Meal vouchers

Internet allowance

25 days paid annual leave + RTT days

Possibility to request American Express Card

Relocation allowance (if applicable)

Access to OpenUp mental health service

Udemy account

Digital language courses

Upon receiving an interview, you may request accommodation for any accessibility needs.

Sound interesting?
Apply now or share with a friend