Incident Manager

Company Information

Strypes is a Dutch company with an extensive background in software development. For 12 years we have built a team of over 320 people in 3 locations (Sofia, Plovdiv, Eindhoven). Together we take ownership over application roadmaps for our clients and structure their overall application landscape. We are a leading software development partner for software product companies in the fast-paced high-tech industry, which requires innovative (embedded) software development. Today we are looking for bright- minded young people, willing to take their first steps in the field of software development and engineering.

Job Description

Our Client is the world's leading provider of lithography systems for the semiconductor industry, manufacturing complex machines that are critical to the production of integrated circuits and chips. 
Strypes provides Quality and Innovative solutions to our clients in the area of New Initiatives, Application and Product Development, Modernization and Application Management.


As an Incident Manager at Strypes, you will be responsible of handling all technical incidents related to the applications which we are developing and supporting. Your role will be the controlling point for all incidents and service requests raised by our clients, where working together with engineering team you will need to ensure proper handling and resolution within agreed SLAs.
The candidate will thrive in a work environment that requires strong problem-solving skills and independent self-direction, coupled with an aptitude for team collaboration and open communication, as the successful candidate will need to be very detailed oriented, good communicator and willingness to always achieve results.

Essential Functions:
Hold overall responsibility for ticket management including Incidents, Problems, Change and Service Requests, ensure appropriate and timely progression through to resolution;
Monitors incident ticket queues, identifying backlogs and assisting resolving teams to ensure successful incident assignment;
Coordination and communication within internal engineering team and client team; 
Facilitate conference calls and manage escalations where necessary;
Regular updates given to key stakeholders on progress/status of incidents;
Encourage knowledge sharing within team, promoting Incident& Problem Management best practices;
Responsible for establishing support processes and optimization;

Job Requirements

Essential Skills:

2+ years’ experience as Incident Manager, Call Handling or Service Desk environment;
Excellent experience in high priority incident management;
Capable to facilitate cross team activities and drive restoration of service and incident resolution;
Familiarity with ITIL Application Support (specifically Service Life Cycle) and experience of implementing these principles in product-specific support;
Very good documentation skills;
Very good organizational skills with attention to the details;
Very good communication and presentation skills;
Proactive, cooperative and positive person;
Very good problem solving, analytical and time management skills;

Desirable Skills:

ITIL v3 or v4 Foundations is preferred and will be considered as a plus;
Experience with a Service Management platform, prefer ServiceNow;
Previous experience with JIRA tool;
Work in a dynamic environment;


Compensation Benefits

- Short introduction program part of which is held at clients side;
- Personal freedom to solve complex problems;
- Competitive salary;
- Friendly work environment;
- Flexible working hours;
- Regular team events;
- Supplementary health insurance;
- Probation period of 3 months;
- Loyalty program:
* after every year worked an extra day holiday (max of 5 extra); 
* after the third year budget for a lease car.

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