The MobileXpense Group of companies (MobileXpense, Declaree and Dicom) is dedicated to making expense management carefree for our customers and their employees.
Headquartered in Brussels, Belgium, with offices in The Netherlands, Romania, Sweden and Germany, The MobileXpense Group covers both Enterprise and Mid-market organisations.
As a true scale-up nurturing an entrepreneurial spirit, The MobileXpense Group relies on a dynamic and highly motivated team of diverse backgrounds and experiences. We are currently looking for new talent to reinforce our team
Goal and context of the role
The goal of the incident manager is to ensure customer satisfaction by focusing on timely Incident Resolution, strive for Zero backlog, clear and swift customer communication and continuously support services improvements.
Incident Manager Process Owner guards the Incident Management Process and procedures. He/she acts on important incidents and works in close collaboration with the support team and Customer Success Manager. The Incident Manager ensure external and internal communication when facing severe issues or outages.
Green SLA's (response, restore & resolve)
Increase customer satisfaction (NPS)
Strive for zero incident backlog
Manage cost to serve (# incidents & cost/ticket)
Timely internal & customer communication
Tasks and key responsibilities
KPI & SLA management
Continuous incident & problem management improvements
Training/incident on-boarding for new joiners
Escalation management for critical incidents and/or technical complaints
ITIL Incident & problem management
Weekly QA spot check on incident ticket quality
Pro-actively give and request customer feedback on quality & customer satisfaction
Communication major & service affecting issues
Skills and qualifications
A minimum Bachelor's, or master's degree in in IT, Mathematics or Computer Science engineering or equal experience
Previous hands-on experience on ITIL and Incident Management Process
Fluent in Dutch and English – Geman is a plus
Broad experience in a customer facing, service oriented role within an ICT environment
Experience of working in a global matrix organisation with geographically distributed teams is an advantage
Can confidently interact with customers and partners at all levels,
Understanding and capability to deal with a business situation (risks and opportunities) in a manner that is likely to lead to a good outcome.
Experience of acting as the Single Point of Contact and escalation management point for external contacts.
Experience of working with ITIL management and ITSM tools (knowledge of Zendesk, Jira is a plus)
Ability to work with data and reporting tools to obtain, understand and use insights to satisfy operational, commercial or improvement needs.
Experience in Continuous business improvement and value creation for the customer
Strong written and verbal communication skills in English is a must.
Self-driven and target orientated.
A result-oriented personality, a developed sense of service and a good approach to achieve "excellence".
Ability to work in teams, take responsibility, delegate, plan and schedule.
The ability to be autonomous while helping others develop and perform as highly as possible.
Great analytical and communication skills.
Takes responsibility for managing own career. Seeks feedback from others to promote own development.