Job Properties
  • Job Type
    Full-time Position
  • Background
    IT
    Management & Business Others
  • Languages
    English German
  • Experience Required
    3 - 5 Years
  • Degree Required
    Bachelor
    • Province
      Rotterdam
    • Date Posted
      November 22,2020
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    Incident Manager

    Who are we?

    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.


    Objectives

    • 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
    • Audit support
    • Pro-actively give and request customer feedback on quality & customer satisfaction
    • Communication major & service affecting issues

    Skills and qualifications

    Educational level

    A minimum Bachelor's, or master's degree in in IT, Mathematics or Computer Science engineering or equal experience


    Relevant Experience

    • Previous hands-on experience on ITIL and Incident Management Process
    • Fluent in Dutch and English – Geman is a plus

    Skills

    • 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.

    Personal characteristics

    • 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.
    • Quick learner.
    • Takes responsibility for managing own career. Seeks feedback from others to promote own development.

     
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