Incident Manager (SN0373)

We are seeking a highly skilled Incident Manager to oversee incident resolution, customer onboarding, and process optimization.

• In this role, you will be responsible for ensuring efficient incident management, clear customer communication, and continuous process improvement to enhance service reliability.

Key Responsibilities

• Monitor incident progress, coordinate response efforts across teams, and ensure prompt service restoration.
• Support the seamless onboarding of new customers and assist in defining structured processes.
• Customer Communication: Act as the primary point of contact during incidents, providing timely and transparent updates on status and resolution progress.
• Conduct post-incident investigations, identify recurring issues, and recommend preventive measures.
• Continuously improve the incident management and onboarding processes, collaborating with customers and internal teams like Service and Change Management.
• Escalation Handling: Identify potential escalations early, ensuring relevant stakeholders, including management, are informed and appropriate actions are taken.
• Maintain detailed incident records, including incident history, lessons learned, and recommendations for process improvements.
• Key Competencies:
• Ability to stay calm, organized, and make quick decisions under pressure.
• Strong Communication Skills: Capable of conveying technical information clearly to both technical teams and non-technical customers.
• Strong ability to analyze issues, prioritize effectively, and implement solutions.
• Understand customer needs and ensure excellent service during incidents and onboarding.
• Detail-oriented with a continuous drive for improving service quality and efficiency.

Required Skills & Qualifications

• Bachelor’s degree (HBO level) or equivalent experience, with 3–5 years in a similar IT or telecom role.
• ITIL processes (ITIL Foundation certification preferred).
• IT infrastructure and network technologies, including switches, routers, firewalls, and monitoring tools.
• customer onboarding and developing customer-focused processes.
• conducting Root Cause Analysis (RCA) and generating detailed incident reports.
• Experience with ticketing systems like ServiceNow

Languages

• Dutch
• English

Hiring Team Member

Avula Srivalli

Recruitment Coordinator

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