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TVH · 1 day ago

Incident Manager

Olathe, KS

Full-time

Onsite

Senior Level

5+ years exp

TVH is a global parts specialist for quality parts and accessories for material handling and industrial vehicles. They are seeking an Incident Manager to ensure quick and qualitative resolution of IT incidents while acting as a backup Problem Manager to maintain optimal system availability and reliability.

Machinery ManufacturingTechnical SupportWholesale

Responsibilities

Monitor all open incidents across the IT department including those handled by our partners and take proactive measures based on KPI reporting and dashboards

Analyze the actions of all teams handling incidents and requests within the TVH ITSM tool, ensuring qualitative handling of these incidents and requests

Manage second and third-level support incidents/requests in specific IT domains, providing timely and effective solutions to impacted end-users

Take ownership of critical incidents (P1) and coordinate all actions with support teams and external suppliers to ensure fast resolution

Perform in-depth analysis of incidents to determine root causes and implement actions to prevent recurrence, while developing action plans to reduce overall incidents

Create and present periodic reports on incident management, request management, and call statistics, and discuss findings with the relevant stakeholders

Organize frequent operational meetings with stakeholders (Software, Infrastructure) and governance profiles (Problem Manager, Change Manager)

Provide 24/7 on-call support in a rotation with the other Incident managers

Qualification

ITSM applicationsITIL processesIncident managementBachelor's DegreeProblem-solvingMicrosoft SuiteGoogle SuiteCommunication skillsOrganizational skillsTeam-oriented

Required

Must possess a Bachelor's Degree in Computer Information Systems or Computer Science

At least five years of experience in an Incident Manager role or a similar position

Experience in actively coordinating major incidents that might require multiple teams and/or suppliers to collaborate

Extensive knowledge and hands-on experience with ITSM applications and ITIL processes

Experience in designing, implementing and improving ITSM processes

Proven track record of working in a multinational organization with an international scope

Exceptional verbal, written, and interpersonal communication skills

Strong organizational, time management, and follow-up capabilities

Demonstrated flexibility, initiative, and a proven ability to deliver timely and high-quality results

Advanced problem-solving skills, with a focus on efficiency and effectiveness

Team-oriented with a positive and collaborative attitude

Committed to promoting and aligning with the mission, vision, values, and culture of TVH

Demonstrate intermediate proficiency in both Microsoft (Word, Excel, and PowerPoint) and Google Suite (Mail, Calendar, Google Meet, Sheets, Drive)

Ability and willingness to travel occasionally

Company

TVH

About TVH TVH is a true family business with a challenging and rewarding environment for its more than 5000 employees, that encourages teamwork, growth, development, creativity and initiative.

Founded in 1969

Waregem, West-Vlaanderen, BEL

5001-10000 employees