Incident Manager

  • Tech
  • Amsterdam, Netherlands

Incident Manager

Job description

Tiqets is one of the fastest-growing tech scale-ups in the Netherlands. And we’re hiring!


Who are we?

Tiqets is revolutionising the way people buy tickets to culture and attractions in cities all over the world. Our technology allows users to easily browse and book tickets to the best attractions in seconds, meaning customers can enter museums, landmarks, attraction parks and more simply by showing their smartphones.


Job profile

As Incident manager, you’re a key part of the Technical Operations team. The TechOps team has the task of keeping the Tiqets system running for all stakeholders. The team is crucial to the success of the company, in laying the groundwork that allows all other teams to operate. You work closely together with Developers and Product, Quality Assurance, City Coordination, and Customer Service teams. Examples of possible incidents to manage include the following: payment service provider unavailable, connection interruptions with suppliers, lack of availability of tickets at supplier, email system interruption, CDN service outage, or Office internet outage. Your work with and across many teams means you must thrive when working with technical experts as much as non-technical colleagues. Your ability to adapt to the requirements of your users, and of the changing business are key to your and the company’s success.

Requirements

Responsibilities

  • First line point of contact and investigation for incidents and emergencies

  • Coordinate incident response and communication from detection through to resolution, and process improvement

  • Propose and track implementation of remedial and preventive fixes

  • Document incidents as they happen and after the fact with root cause analyses

  • Educate others in understanding incident and emergency processes

  • Audit and improve systems and processes to detect incidents

  • Track and report on KPIs and the incidence of incidents.

  • Maintain, improve, and create documentation to reduce frequency and severity of incidents.


Qualifications and skills

  • Curious about technologies, processes and business goals
  • Technical education is key (networks, infrastructure, security, cloud services)
  • 2+ years of experience in Incident management, or similar technical support role with knowledge of ITIL
  • Experience with monitoring and logging tools
  • Ability to stay calm in high pressure situations
  • Confidence and strong interpersonal skills
  • Effective communicator with people of various backgrounds- from highly technical to non technical roles or even customers.
  • Ability to communicate effectively across multiple channels, such as email, phone, or messaging platforms
  • Ability to frequently adapt and thrive in a startup environment
  • Fluency in English

Bonus points

  • Dutch language skills
  • Experience in network and system security
  • Experience with working in or setting up a NOC

Get in touch
Are you the Technical Support Engineer we are looking for? Apply via the application form on our website. We can’t wait to hear from you