The Incident & Service Coordinator is responsible for coordinating, monitoring, and following up on incidents across multiple domains (Billing, Settlement, and Prepayment), with the objective of ensuring service continuity and minimizing business impact as quickly as possible.
The role focuses on accurate process execution, clear communication with stakeholders (including distribution system operators, energy suppliers, and application vendors), and continuous improvement of incident management quality.
Key Responsibilities
Incident Coordination & Follow-up
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Own the end-to-end lifecycle of incidents, from registration to closure, in line with agreed procedures and SLAs.
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Monitor priorities, impact, and urgency, and take corrective actions when needed.
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Ensure operational follow-up of call queues and incident backlogs.
Process & Quality Assurance
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Accountable for the correct execution of the incident management process within the service team and with external vendors.
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Maintain and monitor quality and reporting dashboards (KPIs, trends, backlog evolution).
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Identify structural issues and contribute to problem management through trend analysis and root cause grouping.
Stakeholder & Communication Management
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Actively participate in regular coordination meetings with internal teams, vendors, and external stakeholders.
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Ensure clear and timely communication regarding incident status, escalations, and expected resolution times.
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Escalate operational or structural issues to the Service Delivery Manager when necessary.
Continuous Improvement
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Contribute to the optimization and streamlining of incident processes, reporting, and ways of working.
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Support first-line and second-line teams by analyzing recurring incidents and facilitating knowledge sharing.
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Provide feedback on internal processes when they hinder operational efficiency.
Context
The organization operates within the Belgian energy market and plays a key role in defining and managing standards for data exchange between market participants. It also supports the development and operation of a central market system designed to facilitate efficient and reliable information exchange between energy suppliers, transmission system operators, and distribution system operators.
