IT Incident & Problem Manager

Working in the Infrastructure & Operations Tribe Do you enjoy solving complex problems, coordinating teams during critical situations, and continuously improving processes? Then this role is for you. As an Incident & Problem Manager, you will be part of the Central Operations team, the beating heart of our operational organization. Together with colleagues from IT, the fixed network, and the mobile network, you ensure that our services remain reliable, available, and performant. You will enter a dynamic environment where no two days are the same and where your impact is directly felt within the organization. This is not a people manager role.

Your role as Incident & Problem Manager

• You coordinate incidents and service interruptions and ensure clear communication to all stakeholders.
• You oversee the correct follow-up of incidents within the agreed SLAs.
• You are the point of contact for escalations from the business.
• You are responsible for root cause analyses and manage both reactive and proactive problem management.
• You work together with teams from IT, fixed and mobile networks to increase the reliability of our services.
• You participate in an on-call rotation and support operational readiness for projects and changes.

Your profile as Incident & Problem Manager You combine an analytical mindset with strong communication skills.

• You have several years of experience within Incident Management, Problem Management, Operations, or a similar environment.
• You have obtained a bachelor's or master's degree, or possess equivalent experience.
• You have knowledge of IT environments and ITIL processes.
• You can translate technical information into clear business communication.
• You remain calm and function purposefully under pressure.
• You are eager to learn, take initiative, and have a strong focus on continuous improvement.
• You communicate fluently in English and enjoy collaborating with various stakeholders and teams.