Incident Manager: Global Uptime Lead

Scarabee Group; Hoofddorp; Remote; EUR 39,000 - 56,000; Full time

Benefits offered by this job

Laptop and phone provided

Pension scheme

Travel expense reimbursement

25 days annual leave

Company events and chair massage

Job summary

Daifuku is seeking an Incident Manager to lead technical incident coordination and act as the key liaison between customers, service teams and engineering. You will drive prompt resolution while addressing root causes to improve system reliability.

You will coordinate cross-functional teams, communicate clearly in Dutch and English, and ensure SLAs and uptime are upheld in a high-availability environment.

Qualifications

• Experience with incident management and ITSM.
• Ability to stay calm under pressure and set priorities.
• Strong communication with technical and non-technical stakeholders.
• Fluency in Dutch and English.

Responsibilities

• Take ownership of technical incident coordination and processes.
• Act as main contact for customers, reporting status and impact.
• Hold regular meetings with customers to review incidents.
• Coordinate with internal teams and suppliers to define actions.
• Identify unresolved incidents and escalate accordingly.
• Translate technical findings for non-technical audiences.
• Prepare incident and customer reports and lead reviews.
• Contribute to ongoing improvement of incident management processes.
• Support root cause investigations with Maintenance Engineering.

Skills

Incident management

IT service management

Calm under pressure

Stakeholder communication

Ownership

Prioritization

Data analysis

Reporting

System uptime

Dutch English

Education

MBO/HBO level

Tools

ServiceNow

Jira

TOPdesk

Job description

Daifuku is seeking an Incident Manager to lead technical incident coordination and act as the key liaison between customers, service teams and engineering. You will drive prompt resolution while addressing root causes to improve system reliability.

You will coordinate cross-functional teams, communicate clearly in Dutch and English, and ensure SLAs and uptime are upheld in a high-availability environment.