Service Delivery & Incident Management Lead

Alphacomm makes large European companies more successful and financially healthier by securing their revenue. From increasing the average revenue per user, eliminating payment fraud in online transactions, and slashing the risk of non- and late payments, we are operating on top of our customers’ priorities.

With locations in Rotterdam, Romania, UK and Germany we operate on an international scale as the trusted partner for many large organizations in Europe.  With our experience-based knowledge and our ability to connect the dots, we help our customers to secure their revenue and have fun while working with us.

Your challenge

As a Incident Management Lead you are responsible for supporting operational teams in the management and communication of incidents in collaboration with different teams. 

• Lead the incident management process and oversee team members involved in resolving incidents;
• Set up of the Service Delivery and Incident Management team;
• Be accountable for the team KPIs and performance;
• Leading the knowledge base setup and management for solution/product understanding, in alignment with POs and DevOps;
• Drive and maintain the communication matrix/framework for the team;
• Be on the forefront of continuous improvement – keep things simple for operational excellence.

About you:

• Proven experience on similar role in the software industry, specifically ecommerce, CRM and payments;
• Good knowledge on SQL and JIRA;
• Excellent communication and collaboration skills; 
• Ability to lead, train and motivate a team;
  
• Strong leadership and decision-making skills to guide and manage the incident response team;
• Proven problem-solving and analytical skills;
• Ability to handle major incidents swiftly and judiciously;
• Team player and leader who can also work independently when needed.

You will become part of a close-knit and well-functioning team with an open minded mentality. We are committed to our goals and your input and ideas are appreciated. 

Our organization is based on the following core values:

• Care
• Empower
• Eyes on the Prize
• Walk the Talk
• Think different
  
• Have fun

What you can expect from us:

• A good salary depending on experience
• 21 days of vacation leave
• Travel allowance
• The opportunity to contribute and be part of a fast-growing company
• Direct lines of communication
• A great place to work with a bunch of fabulous international colleagues

Join our team at Alphacomm and let's create some product magic together!