Problem & Incidentmanager

IT-Staffing Nederland B.V.
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3 months +



Information Services has a worldwide responsibility for all IT processes, solutions and services. The aim is to further enhance Global Functions by delivering common business driven solutions and services.

The Incident & Problem Manager manages high and critical incidents of IT core business applications and infrastructure to ensure timely resolution and manage communications thereof. Furthermore, the Incident & Problem Manager initiates actions to prevent recurrence of incidents to minimise the adverse impacts of problems on the business. This role will coordinate proactively diagnosing underlying root causes resulting in documenting known errors or permanent solutions. The Incident & Problem Manager also takes care of improving other IT support- service management- and service operations processes such as Event and Configuration management; reporting and maintaining the metrics related to issue diagnosis and resolution.

The Incident & Problem Manager is expected to

- Establish win-win relationships that add clear value to all parties
- Understand the end to end Service not just the technical components and impact from a user’s perspective
- Understand and interpret Financial information to ensure value driven decision are made and the impact to the organisation clearly articulated
- Raise the bar by continuously looking for ways to improve, also by staying abreast of external trends
- Foster an environment where people work together and leverage off each other

Description of activities
Incident Management
- Drive and coordinate resolution of critical incidents according to agreed service levels
- Drive the efficiency and effectiveness of the incident management process
- Deliver management information, including KPIs and reports
- Monitor the effectiveness of incident management and making recommendations for improvement
- Develop and maintain the incident management system
- Drive, develop, manage and maintain the major incident process and associated procedures
- Manager 1st level escalations and engage service co-ordinators, BAS if needed.
- Review and audit the incident management process
- Ensuring that all IT teams follow the incident management process for every incident
- Produce monthly process KPI metrics and analyse for process improvement opportunities
- Duty Incident management - Perform the shared role of a Duty - Incident Manager in a major incident process, in an escalation mode

Problem Management

  • Coordinate and direct activity through the lifecycle of all problems

- Ensure that service availability and service quality are increased
- Minimize the adverse impact of unavoidable incidents
- Diagnose the root cause of incidents
- Ensure resolutions are implemented using appropriate supporting control processes, for example, Change, Release, and

  • Deployment Management

- Maintain and make information available about problems, workarounds, and resolutions using a Known Error Database
- Review recurring incidents to determine which need to be identified as Problems
- Close integration with Incident Management
- Report status of problems in appropriate format to executive leadership, functional teams and other stakeholders
- Review and audit the problem management process
- Maintain and report statistics regarding problem on time reporting, resolution and impact to management
- Produce monthly process KPI metrics and analyse for process improvement opportunities
- Monitoring and reviewing Problem Management process effectiveness
- Drive continuous improvement initiatives

Specific experience

  • Demonstrated capability in managing Incident & problem mgt processes

  • Experience with global services provided by external partners to multiple countries throughout the world

  • Experience with the implementation and/or operation of a Global Service Desk

  • Skilled in major Incident management

  • Skilled in handling war rooms / task forces to investigate root causes

  • Capable of performing Service Operations processes and for supporting the transition of new services to support in collaboration with project managers.

  • Expected to work autonomously with weekly supervision from the Process & Service Integration Mgr.

Required knowledge (general)

  • More than 5 years of relevant ICT experience

  • Relevant certification in ITILv3

  • Understanding of IT Service Management frameworks and processes

  • Understanding of managing service delivery in an international setting

Interested? Please response with recent cv, motivation and hourly rate before Monday 5 October 10.00 o'clock.

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2 reacties

  • Datum
    30-09-2015 17:22

    Reactie is prive en alleen zichtbaar voor de opdrachtgever en de plaatser van de reactie.

  • Datum
    02-10-2015 09:59

    Reactie is prive en alleen zichtbaar voor de opdrachtgever en de plaatser van de reactie.

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