Energy
Incident management support for Belgian Energy Data Provider
Client: Atrias
Incident management and coordination within Atrias’ centralized energy data ecosystem, designed to consolidate and orchestrate data flows across the Belgian energy landscape. This centralized approach provides a broader end-to-end view of exchanges between stakeholders, enabling faster impact assessment, more effective incident resolution, and better coordination across domains. Line Corner operates there as Cross-Domain Incident Manager: our consultants oversee complex and major incidents involving multiple technical and business domains, working closely with grid operators, energy suppliers, energy transporters, IT partners, and internal Atrias teams. A key to success is close collaboration with the Service Delivery Manager (SDM) responsibles for the Batch Treatment Business Unit. Together, the team coordinates priorities, assess operational and business impact, align technical and functional teams, and ensure that incidents affecting batch processing and cross-domain data flows are handled efficiently and transparently. Incidents get managed from detection through resolution, maintaining a clear overview of dependencies, facilitating communication between stakeholders, and supporting timely decision-making. Beyond incident resolution, we contribute to root cause analysis, follow-up actions, and continuous improvement initiatives aimed at strengthening the stability, reliability, and resilience of Atrias’ services.
The challenge
Backlog management — Prioritizing critical issues in a high-volume operational environment. Service migration — Maintaining stability and continuity throughout transition phases. Process maturity — Operating efficiently despite incomplete documentation and evolving procedures. Operational alignment — Redefining ownership, responsibilities, and escalation paths for specific services. Cross-domain complexity — Coordinating dependencies and stakeholders across interconnected energy services.
The outcome
BPMN process redesign — Building new flowcharts to clarify operational workflows and escalation paths. RCA standardization — Introducing a structured Root Cause Analysis template to improve consistency and follow-up. SLA redefinition — Reviewing service levels to better reflect operational priorities, ownership, and business impact. Operational governance — Strengthening roles, responsibilities, and collaboration across teams. Continuous improvement — Turning recurring incidents and operational gaps into concrete process improvements.
Recognise your own challenges here?
Let's talk about your grid, data or sustainability challenge — and how our team can help you deliver it.