Visma IT & Communications is looking for a passionate Incident Manager.
You must have a drive to develop high quality processes that will run in an unusually complex technical environment. You will be a member of Visma IT & Communications, where your skills and contributions to manage our Incident Management Process will be very visible. You must love to help team members and to receive help from them. The team is international so you will use English both written and orally. If the descriptions above fit you, and you can check several of the following bullets, Visma IT & Communications can offer you a very interesting work and competitive terms.
Would like to work primarily with Incident Management but is also interested and curious about other aspects of IT Service processes. High Impact Incidents are supported 24/7/365 On call.
Develop and maintain the Incident Management process, including it’s supporting tools.
Develop and manage the Incident Management portal as well as all the processes associated with this Program
Actively contribute to further developing of the Incident Management process in cooperation with the relevant roles within the organisation.
Provide on-call support at any time in the event of an incident
Master's or Bachelor's degree in related fields, preferably IT area, with an overall minimum of 5 years of relevant experience
In depth knowledge of processes, research and performance analysis capabilities
Negotiation capabilities and problem solving mindset
Understanding the IT Service industry as well as the relevant marketplace
Effectively cope with change; comfortably adjust to alterations in work activities; able to decide and act with limited information; effectively handle risk and uncertainty in ambiguous situations
Fast learner - research capabilities for obtaining required information.
The Incident Manager will display a communication style based on information and escalation.
High degree of analytical skills to be able to assess the impact of incidents on different business systems and people.
High degree of analytical skill needed to be able to help in the process of restoring service as quickly as possible.
Semi-Technical ability in being able to read data from the Configuration Management process that will help with the identification of affected items involved in an incident.
An ability to run a meeting according to strict guidelines (not to get side-tracked on items that one person may be interested in).
The Incident Manager must be able to communicate with people at all levels of the organization.
The process manager must be able to demonstrate ways to “do things differently” that will improve the process.
Must be able to think logically about potential incidents that could affect the organization and design appropriate assessment and diagnosis activities.
ITIL certifications or similar certifications are an advantage.
Demonstrated resilience, diplomacy, influence, relationship building, and problem solving skills in a variety of situations
Highly effective written and oral communication skills, excellent interpersonal skills and experience dealing effectively with a wide range of people
Digital skills (i.e. Google for Work apps).
Fluency in Business English is required
Customer oriented behaviour
Communication based on facts
Assess the magnitude and consequences of incidents both for people and machines
Coordinate process revisions to ensure that the process is straightforward and necessary improvements are made
Prepare relevant and accurate reports which are understandable for both customers and managers
In addition to working alongside very talented people, we also offer a wide range of benefits that you can take advantage of.
Sound expectations and schedules, fairness and predictability;
Ongoing career development;
Company holiday apartments in Spain and France;
Attractive salary and benefits package (13th salary, medical insurance, pension PIII, meal tickets, sport plan, Bookster);
And, of course, lots of coffee and cake.
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