Incident Manager

About the role

At Cegeka, we are looking for an Incident Manager to help safeguard the quality, efficiency, and continuity of our infrastructure operations for a new major US client and project. In this role, you will oversee incident handling, ensure compliance with procedures and quality standards, and support teams in delivering a high level of customer satisfaction.

You will act as a key point of coordination between customers, internal teams, and operational stakeholders, ensuring that incidents are managed effectively, tickets are handled according to agreed standards, and service improvements are continuously identified.

What you will do:

• Act as a second-line support point for customers, ensuring good service quality and a high level of customer satisfaction.
• Monitor and guard the quality of tickets created by employees, ensuring compliance with internal standards, ISO/ISAE practices, and agreed procedures.
• Review backlog tickets, alert-generated tickets, operational queues, and incident outputs to identify quality gaps and improvement opportunities.
• Act as a SPOC for process, operational, and documentation gaps, ensuring that issues are followed up and addressed properly.
• Transfer and share knowledge with employees and other departments to ensure that relevant customer service information is collected, documented, and distributed.
• Follow up day-to-day planning and operational questions within the team to help safeguard continuity within the department.
• Motivate and guide employees so their competencies, skills, and know-how are used effectively within a well-functioning service department.
• Stay up to date with evolutions in the field and continuously strengthen your knowledge to support a service based on current best practices.
• Support incident and problem management activities by reviewing trends, recurring issues, and service quality outputs.

What you need to succeed:

• Bachelor’s degree or equivalent relevant experience.
• Minimum 2 years of relevant experience in incident management, service desk coordination, operations, or a similar IT service management role.
• Strong knowledge of ITIL principles and IT service management processes.
• Good understanding of ICT infrastructure environments, such as operating systems, virtualization, cloud, networking, storage, Microsoft 365, Azure, or AWS.
• Ability to work with quality management processes and adhere to deadlines, schedules, and commitments.
• Strong analytical skills, with the ability to assess information critically, identify root causes, and distinguish key data from secondary information.
• Ability to make decisions based on complete or incomplete information and initiate the right actions when needed.
• Strong organizational, planning, communication, and stakeholder management skills.
• Customer-oriented mindset, with the ability to maintain constructive relationships and follow up on customer concerns properly.
• Ability to remain calm and perform well in stressful or high-pressure situations.
• Advanced/Natice English, both written and spoken.

Nice to have

• ITIL Foundation certification or training.
• Experience in a managed services environment.
• Experience working with ticketing, monitoring, or ITSM tools.

What we offer:

• Competitive salary.
• Continuous learning opportunities
• An excellent work-life balance.
• A hybrid work model that efficiently combines office-based and remote work.
• Personalized guidance and support from managers, coaches, and colleagues.
• Global exposure through collaboration with colleagues across Europe and clients in the United States.
• Cegeka is proud to be recognized as a Top Employer in multiple countries.