Incident Manager (interim)

Project overview

As an Incident Manager, you ensure the reliability of Enexis' OT services and intervene in case of serious disruptions.

Profile of the suited interim professional:

• Monitoring and improving the quality of the incident management process
• Monitoring lead times, performance, and agreed service levels
• Identifying risks and bottlenecks in incident handling
• Analyzing incident patterns and converting them into improvement initiatives
• Preparing reports and advising on improvement measures
• Stimulating collaboration between support teams, engineers, suppliers, and operations
• Consulting with problem management regarding recurring disruptions
• Managing disruptions with a major impact on operations
• Coordinating major incidents involving multiple parties
• Organizing and leading incident calls, war rooms, and crisis meetings
• Providing clear communication to stakeholders and management
• Evaluating major incidents and following up on improvement measures
• Coordinating the daily activities of the OT support organization (four employees, two locations)
• Acting as an operational point of contact and promoting knowledge sharing and uniform working methods
• Collaborating with Product Owners and Agile teams on structural improvements within SAFe
• Experience with ITIL, specifically in incident and problem management
• Practical experience with major incident management
• Familiarity with ServiceNow or a similar ITSM platform
• Experience with support or service desk organizations
• Understanding of technical impact, with the ability to coordinate with specialists
• Bachelor's or Master's work and thinking level
• At least five years of experience in incident management, service management, or a comparable coordinating role
• Familiarity with Agile working methods, preferably SAFe
• Experience in an environment where availability, continuity, and operations are of great importance

Project details

• Start: flexible
• Duration: 12 months
• Location: Zwolle, Overijssel, Gelderland, NL
• Languages: Dutch