Incident & Problem Manager

Functieomschrijving:

Incident & Problem Manager

Job ID #: 3003
Country: Netherlands
Working Area: IT Operations/Service Management
Location: Eindhoven
Employment Type: Full Time - Regular
Education Required: Not Indicated
Experience Required: Not Indicated
Shift: Normal Working Day
Travel Percentage: up to 25%
Languages Required: English, Dutch and German (preferred)
Legal Entity: T-Systems Nederland B.V.

About the Company
Information and Communication Technology (ICT) connects people and markets worldwide! Deutsche Telekom is one of the leading international companies in ICT. With round about 235.000 employees in 50 countries, we provide innovative solutions to our clients.

T-Systems is one of the three successful brands of Deutsche Telekom. We serve large customers and multinational companies through our global infrastructure of data centers and networks. With the help of innovative technology we develop integrated solutions for connected life and work.

Let us together shape the world of tomorrow!

Position Description
In the position of Incident & Problem Manager, you will be responsible for all Incidents and Problems with our customer Philips on the Philips Global Account site in Eindhoven.

Your tasks are:

• Ownership to ensure a functional, effective and efficient Problem Management process is implemented on client account and across service lines and client locations.
• Accept the leading role in the management of Root Cause Analyses by ensuring efficient determination of the underlying causes of high impact incidents within service lines.
• Provide support and coaching to the appropriate service line members to effectively execute the Problem Management process.
• Effective integration and handover of incidents from Incident Management as defined by existing processes.
• Ensure the effective implementation of the Known Error Database and ensure close cooperation with Incident Management in the usage thereof.
• Provide integration with and support to the Incident and Change Management processes as required.
• Ensure effective SLA reporting and required management information in area of responsibility.
• Ensure customer satisfaction through the building of a positive working relationship.
• Responsible for the adherence to Best Practice frameworks in area of responsibility.
• Accountability to operate a continuous improvement process to initiate process improvements within area of responsibility.
• Integrate with central Problem Management to ensure monitoring of the process against key performance indicators in order to evaluate process quality.
• Monitor conformance to the process, provide necessary training where required and escalate accordingly

Qualifications and experience required:

• Matric is compulsory
• Detailed understanding of the complete ITIL best practice framework is compulsory. Successful completion of the ITIL Foundation certification exam is compulsory.
• Completion of the ITIL Service Desk, Incident and Problem Management practitioners training compulsory
• A proven track record of experience in the IT industry is critical.
• Understanding the influence of service support services on successful service delivery is critical.
• Proven knowledge and experience in the IT Operations Environment will be an advantage.
• Project Management experience is an advantage.

Key competencies:

Knowledge

• Good understanding of business strategies and business process management
• Strong technical understanding of hardware, software, application development, operations and networks
• Thorough knowledge of ITIL and/or COBIT best practice frameworks with specific focus on Incident, Problem & Change Management

Skills

• Strong Problem resolution  skills
• Communication skills: ability to express clearly, articulate and encourage open communication.
• Effective interpersonal presentation and interpersonal skills
• Decision making skills: makes decisions and understand the implications of a decision
• Customer relations skills: keep closer to the customer to build relationship
• Collaboration skills: build closer relationships with key managers, grasps opportunities for growth and profitability and be sensitive to the needs of business

Personal Attributes

• Assertiveness
• Presentable
• Team player
• Customer focus, i.e. directing energy towards satisfying customer needs
• Pro-active orientation, i.e. to be innovative and creative in identifying problems, issues and opportunities and to take appropriate action
• Professional, i.e. reaching such work standards that your behavior reflects the principles, practices, skills, character, methods and code of conduct expected

Understand the impact of own behaviour on the perceptions, attitudes and behaviour of others

Our Offer

• Growing organization with brilliant opportunities on a business as well as personal level.
• International and dynamic environment.
• Initiatives and ideas are welcome and expected.
• Competitive salary and good benefits, e.g. 29 holidays, flexible working hours, collective health insurance, participation in company fitness.
• Employment regulation a la carte where your benefits can be adjusted to your individual wishes.
• National and international career opportunities.

Interested?

Are you the candidate we are looking for or do you know someone who fits this profile? If this is the case, please apply via our career portal on www.t-systems.nl