Our cliente is creating a new department of service management and recruiting an incident manager.

Description

• Responsible for managing and leading incidents through their entire lifecycle and take the lead on all related interactions between customers and the team.
• Build and run the respective processes and thereby provide outstanding support to their customers, while incidents are resolved in a timely and effective manner.
• Ensure that customers and employees receive excellent technical service & support.
• Manage virtual technical teams to assess and resolve technical issues regarding our solution.
• Orchestrate responses to technical issues and keep stakeholders informed about the status.
• Keep a log of incidents to keep track of issues, ensure final resolution and derive lessons learned.
• Actively apply incident logs to examine incidents and establish processes to help prevent or minimize similar problems from arising again.
• Train 24x7 IT support teams and stakeholders above to implement processes and procedures across the company.

Profile

• Bachelor or master degree in Computer Science, Business Administration, Engineering or a related field
• Experience effectively building and managing incident management processes for more than 5 years in the industrial sector
• Strong track record and hands-on attitude in building and sustaining incident management processes
• Used to manage and lead distributed virtual teams around incident management processes
• Easily apply Office productivity and communication tools such as Office 365, Slack, and Miro
• Fluent English

Job Offer

• An agile and fast changing company
• A modern and dynamic working environment
• Possibility to drive ideas into reality
• The opportunity to take more responsibility and develop your career