Incident and Problem Manager

Role - Incident and Problem Manager
Location - Amsterdam, NL
Duration - 3 months

Main Responsibilities:

*Responsible for the service management of its assigned customers.
*Oversight of the day to day IT operation of the incident & problem management processes.
*Building relationships with all key stakeholders to ensure a common understanding of incident & problem management.
*End-to-end management of high severity incidents & problems reported from the point of initiation to the point of resolution.
*Ensuring all high impact incidents/requests follow standard escalation guidelines.
*Collating and developing reports for management containing key statistics surrounding incident & problem management and resolution.
*Define and implement service management processes and procedures, especially in the incident and problem management domain.
*Revise, monitor and continuously improve the incident and problem management processes.
*Responsible for the ultimate result and continuous improvement on service level, customer satisfaction, process improvement, and documentation.

Experience
*3-5 years of experience in Telecom or ICT Managed Service, 2-3 year Incident & Problem Management experience preferable

Knowledge & Skills
*Project and target driven
*Hands-on knowledge of managing incident and problem, and related tooling like eg Service Now
*Proven track record in customer satisfaction management
*Working knowledge of ITIL and eTOM
*Working knowledge of ICT management process design and deployment, preferably based on ITIL
*Presentation skills to present monthly reports on incident & problem management
*Track record in delivering deliverables on time inline to quality and budget
*Communication capabilities and negotiation skills
*Natural leadership skills and a good team player
*Enthusiastic, flexible, adaptable yet assertive and self-motivating
*Fluent Dutch and English speaker - an effective written and oral communicator
*Benelux resident or EEA/EU authorized and willing to travel, based in Amsterdam
*Feels comfortable in a multinational environment that includes elements of off-shoring capabilities

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.