Incident & Problem Manager

As an Incident & Problem Manager, you are the central point of contact when IT disruptions occur. You maintain an overview and control while other teams focus on technical aspects. You ensure that disruptions are resolved quickly and do not recur, making the organization structurally more stable.

What you will do.

• Ensure the right people are involved in disruptions and progress is monitored
• Communicate with all stakeholders, from helpdesk to management, about the status
• Escalate to a Major Incident in case of significant disruptions and manage prioritization, communication
• Ensure the smooth running of the resolution process without technically directing the solution content
• Identify recurring disruptions and analyze their underlying causes
• Initiate and guide root cause analyses (RCAs)
• Manage the problem register, known errors
• Monitor the implementation and completion of agreed improvement measures
• Work closely with the helpdesk, resolution groups, tech leads
• Report to management and business stakeholders on trends, risks, and the progress of improvement measures

What they ask

• HBO (higher professional education) work and thinking level
• Minimum of 2 years demonstrable experience in a coordinating role within Incident and/or Problem Management
• Knowledge of Incident Management, Major Incident Management, Problem Management, and RCA methodologies
• Knowledge of ITSM governance
• ITIL certified or willing to obtain certification
• Experience with Known Error Management
• Experience with TOPdesk or similar ITSM tooling is a plus
• Strong skills in stakeholder management and effective steering of escalation and coordination