Incident Manager (SN0891)
Job Description
Welcome to Sansaone, a dynamic force in the realm of ICT talent acquisition. Born out of a passion for excellence and a vision for connecting outstanding professionals with forward-thinking organizations, we stand as a beacon for strategic recruitment solutions in the Information and Communication Technology sector. With a commitment to excellence and a passion for connecting exceptional professionals with innovative organizations, we are your strategic partner in building transformative teams.
We are looking for a proactive and dynamic Incident Manager to oversee and enhance our daily incident management operations.
- In this role, you will be responsible for managing workflows, leading project efforts, coordinating with stakeholders, and ensuring that incidents are resolved swiftly and effectively—always with the customer experience top of mind.
- You will play a key role in continuous improvement and help shape a service culture that balances technical excellence with human-centric communication.
Key Responsibilities
- Oversee and manage daily incident workflows and ensure smooth operations.
- Act as the lead project manager within the team, coordinating actions and resources effectively.
- Mediate between teams and allocate responsibilities in alignment with stakeholder needs.
- Initiate and lead stakeholder meetings, advocating for customer interests.
- Participate in service delivery discussions to keep stakeholders informed about performance in key market segments.
- Translate our service ethos of “working with a human touch” into practical guidelines for Incident Coordinators.
- Act as a liaison when deviations occur in customer experience, ensuring timely resolution and customer satisfaction.
- Own and continuously improve the Incident Management process, contributing to internal and external audits.
- Drive a positive team culture with a hands-on, enthusiastic, and results-oriented mindset.
Required Skills & Qualifications
- HBO (Higher Professional Education) level of working and thinking.
- ITIL frameworks
- Networking
- unified communications
- data center infrastructures
- Strong analytical skills
Hiring Team Member
