Incident and Problem Manager

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Role - Incident and Problem Manager

Location - Amsterdam, NL

Duration - 3 months

Main Responsibilities:

*Responsible for the service management of its assigned customers.

*Oversight of the day to day IT operation of the incident & problem management processes.

*Building relationships with all key stakeholders to ensure a common understanding of incident & problem management.

*End-to-end management of high severity incidents & problems reported from the point of initiation to the point of resolution.

*Ensuring all high impact incidents/requests follow standard escalation guidelines.

*Collating and developing reports for management containing key statistics surrounding incident & problem management and resolution.

*Define and implement service management processes and procedures, especially in the incident and problem management domain.

*Revise, monitor and continuously improve the incident and problem management processes.

*Responsible for the ultimate result and continuous improvement on service level, customer satisfaction, process improvement, and documentation.

Experience

*3-5 years of experience in Telecom or ICT Managed Service, 2-3 year Incident & Problem Management experience preferable

Knowledge & Skills

*Project and target driven

*Hands-on knowledge of managing incident and problem, and related tooling like e.g. Service Now

*Proven track record in customer satisfaction management

*Working knowledge of ITIL and eTOM

*Working knowledge of ICT management process design and deployment, preferably based on ITIL

*Presentation skills to present monthly reports on incident & problem management

*Track record in delivering deliverables on time inline to quality and budget

*Communication capabilities and negotiation skills

*Natural leadership skills and a good team player

*Enthusiastic, flexible, adaptable yet assertive and self-motivating

*Fluent Dutch and English speaker - an effective written and oral communicator

*Benelux resident or EEA/EU authorized and willing to travel, based in Amsterdam

*Feels comfortable in a multinational environment that includes elements of off-shoring capabilities

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.