Incident Manager

Functie inhoud

As an Incident Manager you are responsible for managing IT incidents and act as SPOC for all IT requests and issues. You are responsible to ensure the KPIs are met with the different IT support groups & you will ensure quick incident resolution to minimize or remove the adverse impact of incidents on the business. You make sure that all IT stakeholders and support group responsibles are up-to-date regarding corrective and preventive actions.

• You act as TVH ambassador for the Service Desk services provided towards the entire organization;

• You coordinate & communicate all actions with the responsible support teams and/or external suppliers to ensure resolution of the incident in the shortest possible time;

• You address issues via the incident management system (ServiceNow) or other communication channels, and you ensure proper follow-up of tickets to guarantee KPI/SLA compliance. In case of KPI/SLA violations you take the necessary actions.

• You provide on a regular basis reports about incident management and performance KPIs, and you keep business and IT stakeholders informed about the Service levels. You improve Service Desk processes and procedures wherever possible.

• You possess strong communication skills to act as a SPOC towards the business during Major Incidents (P1), to moderate After Action Review (AAR) meetings & to coach and mentor the Support Advisors at our Service Desk.

• You participate in a weekly on-call rotation and after hours support if/as needed.

  
  

Profiel

• Bachelor IT or equivalent by experience

• Good understanding of IT Environments and IT Operations

• Excellent communication skills and ability to translate technical concepts verbally and written

• At least 5 years of experience in a similar position

• Fluent knowledge of English & Dutch

• Good knowledge of French.

• Good knowledge of ITIL processes

• Good knowledge of ITSM applications

• Experience with Managed Service Providers

• Competences to work in team as well as independent

• Pro-active ‘first time right’ approach

• Strong analytical and problem solving skills

• Flexible work attitude

• Accurate, methodical and committed

• Experience within an international context is considered

Aanbod

• A competitive salary with benefits such as meal vouchers, a company car and insurance.

• Flexible working hours and a healthy work-life balance.

• 20 paid vacation days and 12 WTR days.

• An easily accessible work location, no traffic congestion.

• Lots of support and an encouraging team of co-workers.

• An infectious ‘We Are One’ can-do mentality.

• A people-centric culture where your fitness and mental well-being matter.

• Healthy lunches and weekly fruit days.

• Lunch breaks and sports facilities in TVH Park, the company’s green zone.

• Access to LinkedIn Learning and many in-house and external training courses.

• Fun afterworks and other optional events (e.g. TVH Kaffee).