Incident and Problem Manager

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.#LI-DNI

• 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.

• 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.