Vacant job

Job Description

As an Incident Manager, you are responsible for leading and coordinating the handling of major IT incidents in a complex and business-critical IT environment. You ensure efficient, structured, and transparent incident management with a focus on minimizing the impact on business operations.

You act as the hub between internal teams (Service Desk, application management, operations) and external vendors, driving incidents from detection to resolution and follow-up.

Key Responsibilities

• Lead and coordinate the Major Incident process end-to-end.
• Ensure rapid and correct escalation to the appropriate technical resources.
• Drive communication to stakeholders, including operational teams and management.
• Follow up on incidents with a focus on Root Cause Analysis (RCA) and improvement actions.
• Ensure compliance with ITIL processes and internal governance models.
• Collaborate with external vendors and ensure SLAs are met.
• Contribute to continuous improvements in incident management and readiness.
• Participate in on-call/standby duties according to an agreed rotation model.

Required Qualifications

• You are a confident leader in critical situations and thrive in a fast-paced environment where clear communication and decision-making skills are crucial.
• Experience in Incident Management or Major Incident Management within large IT environments.
• Good knowledge of ITIL (Incident, Problem, and Change Management).
• Experience working in environments with multiple vendors (outsourcing/sourcing models).
• Experience handling business-critical incidents with high impact.
• Proficient in communicating with management and stakeholders under pressure.
• Experience with root cause analysis and improvement work.

Desirable Qualifications

• Certifications in ITIL or similar frameworks are desirable.
• Experience from retail or other business-critical operations is a plus.

Personal Attributes

• Strong ability to lead without formal line management responsibility.
• Structured, stress-resistant, and solution-oriented.
• Excellent communication skills with the ability to adapt messages to different audiences.
• Ability to build trust and collaboration between different teams and vendors.
• Proactive and driven in improvement initiatives.
• Holistic view of IT, understanding dependencies between various systems and services.

Your Application

Does this role sound interesting and suitable? If so, please apply immediately as we are conducting ongoing interviews and the position may be filled before the application deadline.

We can only receive and process your application by registering your CV in our portal. In accordance with GDPR, we cannot accept applications via email. We look forward to receiving your application! This assignment is part of Quest Consulting's staffing services.

About Us

Quest Consulting is an authorized consultancy firm with collective agreements, insurance, wellness benefits, and pension plans. We specialize in IT, Technology, HR, Administration, and Finance. Our goal is to be your personal collaboration partner, which is why it is important for us to work according to our core values: Personal, Innovative, and Professional.