Incident Manager

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. More than 90% of the semiconductors in the world are currently manufactured using ASML systems.

Strypes provides Quality and Innovative solutions to our clients in the area of New Initiatives, Application and Product Development, Modernization, and Application Management.

Position:

As an Incident Manager at Strypes, you will be responsible for handling all technical incidents related to the applications that 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 the 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 detail-oriented, a good communicator, and willing to always achieve results.

Essential Functions:

• Hold overall responsibility for ticket management including Incidents, Problems, Change and Service Requests, ensuring 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 the internal engineering team and client team;
• Facilitate conference calls and manage escalations where necessary;
• Regular updates are given to key stakeholders on the progress/status of incidents;
• Encourage knowledge sharing within the team, promoting Incident & Problem Management best practices;
• Responsible for establishing support processes and optimization.

Essential Skills:

• 3+ years experience as an 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 in implementing these principles in product-specific support;
• Very good documentation skills;
• Very good organizational skills with attention to detail;
• 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, preferably ServiceNow;
• Previous experience with JIRA;
• Work in a dynamic environment.