The role is a combination of Incident Management and Problem Management.

As an Incident & Problem Coordinator, you are responsible for the daily follow-up of incidents as well as the structural analysis of recurring problems. During incidents, you ensure fast coordination and clear communication. For problems, you analyze underlying causes, facilitate RCA sessions, and ensure that structural improvements are followed up.

You work closely with service owners, technical teams, support teams, and suppliers to guarantee continuity, stability, and quality improvements.

Responsibilities

Incident Management

• Monitor, prioritize, and coordinate incidents according to ITIL processes

• Organize and lead war rooms during major incidents

• Escalate to technical teams and suppliers when necessary

• Provide communication to business stakeholders, end users, and management

• Document incident details, actions, and final resolutions

• Conduct post-incident reviews and propose improvements

Problem Management

• Coordinate and manage the full lifecycle of problem tickets

• Organize and facilitate Root Cause Analysis (RCA) sessions

• Identify trends and recurring issues through analysis of incident data

• Follow up and report on corrective and preventive actions

• Improve Problem Management processes and documentation

Ideal Profile

Must-haves

• Experience in both Incident Management and Problem Management

• Strong analytical skills and ability to identify root causes

• Knowledge of ITIL and experience in ITSM environments

• Strong communication and coordination skills, also under pressure

• Experience with tools such as Jira, ServiceNow, Confluence, or similar platforms

• Structured, methodical approach with a focus on quality and continuous improvement

Nice-to-haves

• Experience with reporting, trend analysis, or dashboards

• Knowledge of monitoring tools

• Experience with vendor coordination