Incident Manager

Who we are

By joining our project, you will be working on an initiative of the European Commission focused on creating a more efficient, modern and secure customs environment within the European Union. Being part of this initiative set on a 5 years’ timeline, you will have the opportunity to work on topics such as digitalization of customs processes, streamlining customs procedures to facilitate trade and reduce costs, harmonization of customs rules across all EU member states and combating fraud.

This purposeful project will not only give you the opportunity to have an impact on one of the key topics within the European Union, it will also offer you various professional opportunities, let you experience a collaborative environment, using cutting-edge technologies and experiencing diversity in your everyday professional life.

What you’ll be doing

• Leading service management processes, ensuring swift resolution of critical incidents while driving ITIL methodologies.
• Coordinating updates and system improvements across multiple applications.
• Designing, deploying, and maintaining ITIL processes to enhance service delivery.
• Monitoring process performance and composing reports for continuous improvement initiatives.
• Coordinating stakeholders to develop process requirements and best practices.
• Organizing audits, assessments, and implementing recommendations.
• Managing P1/P2 incidents, ensuring rapid resolution while documenting major incident timelines.
• Conducting root cause analysis for critical incidents and identifying trends.
• Leading resolution efforts for major incidents and escalating risks to management.
• Chairing Incident Root Cause Analysis and Problem Review meetings.
• Overseeing Change Management, ensuring proper documentation and communication.
• Conducting release management activities, including risk assessment, scheduling, and deployment coordination.
• Leading Go-Live initiatives and maintaining a release repository.

What You’ll Bring Along

• Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree or MBA is preferred
• Minimum 7- 10 years of in operational or support roles, with at least 5 years in Service Management or Process Management.
• Expertise in ITIL frameworks and service management methodologies.
• Solid knowledge of IT operations and incident resolution techniques.
• Strong organizational and communication skills to interact with technical and non-technical audiences.
• Previous experience in release and project management.
• Ability to analyze trends, interpret data, and drive meaningful improvements.
• Exposure to Business Continuity Management practices.
• Exceptional ability to remain calm under pressure and lead resolution efforts.
• Project management experience.
• Knowledge of Continuous Integration and Continuous Delivery (CI/CD) pipelines.
• Experience in DevOps and Agile environments.
• Working knowledge of Software Development Lifecycle.
• Expertise in programming and application release automation tools.
• Familiarity with VMware technologies.
• Excellent command of both spoken and written English.