Incident and problem Manager

The Hague, Zuid-Holland

  ServiceNow - Engagement / Project Manager

Contract

Our client is a global IT Services & Consulting firm specializing in assisting global enterprises in modernizing their IT infrastructure. Renowned as a trusted provider, the company is relied upon by the world’s largest corporations and public sector entities to deploy services that elevate the customer experience. 

They are hiring an Incident and Problem Manager on a contract basis. The successful candidate will be tasked with the daily monitoring of incident reports, addressing irregularities through coordination with the support team and aiding in the resolution of critical incidents. 

Responsibilities:

  • As the Incident and Problem Manager, you will  check incident reports on a daily basis and monitor the status of open incidents.

  • You will be responsible to address irregularities by coordinating with the support team for prompt resolution.

  • Assist the team in coordinating the resolution of P1 and P2 incidents.

  • Initiate escalations when necessary to expedite incident resolution.

  • Collaborate with the problem coordinator to deliver RCAs within relevant SLAs after closing P1 and P2 tickets.

  • Serve as a liaison for customer personnel, addressing queries related to services, incident and problem records, and providing clarifications as needed.

Skillset:

  • BA Degree with previous experience working in incident and problem management. 

  • Possess ITIL foundation or higher expertise.

  • Strong knowledge of tools supporting incident and problem management processes.

  • Utilize published reports to extract information for actionable insights.

  • Be familiar with tools used within the account, including ServiceNow and other relevant tools.

  • Fluent in both Dutch and English with excellent verbal and written communication abilities.

  • Demonstrate a strong ability to deliver effective presentations.

If this sounds like the role for you, apply now in the link below or email your resume directly to brogan@alldus.com for consideration.

42073

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