Incident Manager

As a Critical Incident Manager, you assess, lead, and resolve potential and critical incidents in real time. Your primary objective is to restore services to the customer as quickly and efficiently as possible. To achieve this, you must be a strong and decisive leader, capable of guiding all stakeholders in the right direction under pressure.

You take ownership of the incident from the moment it is identified until resolution, ensuring clear communication, coordination, and escalation where needed. You remain calm and focused, even in high-stress situations, and are able to make informed decisions quickly.

In addition to managing live incidents, you proactively improve processes and ways of working to ensure the fastest and most efficient achievement of contracted service levels. You analyze trends, identify structural issues, and collaborate with teams across the organization to implement lasting improvements.

• Provides Critical Incident Management support for an assigned set of customers and / or services.
• Coordinates with Interal teams, 3rd parties and resolvers to perform repair and/or maintenance based on event severity.
• Lead the resolution of critical incidents, ensuring minimal impact to customers and business operations.
• Coordinate cross-functional teams and stakeholders during high-impact situations.
• Maintain clear and timely communication with all relevant parties, including the customer.
• Drive continuous improvement by identifying root causes and implementing preventive measures.
• Tracks, re-directs and escalates varying tasks to subsequent support levels & resolver groups.

What you bring

• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Incident Management and or Critical/Major incident management.
• Good business English skills (Written and spoken).
• Strong leadership and decision-making skills under pressure.
• Excellent communication and stakeholder management abilities.
• A proactive mindset with a focus on continuous improvement.
• Experience in incident or crisis management in a complex IT environment.
• You can easily adapt to changes in scenario's and processes.