Senior Incident & Major Incident Coordinator (ITSM)

ITProposal; Amsterdam; On-site; EUR 90,000 - 120,000; Full time

Job summary

ITProposal in Amsterdam seeks an experienced IT Service Management Specialist / Incident Management Coordinator to drive incident and major incident processes across multiple service providers. The role is highly operational, with governance, reporting, escalation, and continuous improvement responsibilities.

You will aim to raise ITSM maturity, support RCA and post-incident reviews, and coordinate Change and Release, Configuration Management, and SIAM practices.

Qualifications

• 8–10 years of professional experience in IT Service Management or a coordinating role within a complex IT environment.
• Operational experience with Incident Management, including Major Incident Management.
• Experience coordinating P1/Major Incidents across multiple teams or Service Providers.
• Experience with Problem Management, RCA and post-mortem activities.
• Experience with Change and Release Management, including complex and emergency changes.
• Knowledge of Configuration Management and CIs.

Responsibilities

• Coordinate and oversee the Incident Management process by Service Providers.
• Coordinate activities spanning multiple Service Providers and ensure follow-through.
• Act as central point of contact for Major Incident activities.
• Coordinate, communicate, track, and drive resolution of P1/Major Incidents.
• Support RCA and post-incident reviews.
• Monitor process activities for on-time completion per procedures.
• Identify bottlenecks, risks, and escalations with follow-up.
• Prepare and maintain integrated process reports.
• Contribute to ITSM process optimisation and governance.
• Support Problem Management activities including RCAs and post-mortems.
• Support Change and Release Management, including planning and coordination of complex changes.
• Support Configuration Management by identifying and validating CIs.
• Monitor Provider performance and ensure process requirements are met.
• Produce reports using ITSM tooling.
• Develop knowledge of organisation’s IT service processes.

Skills

Incident Management

Major Incident Management

P1/Major Incidents

Problem Management

Change & Release Management

Configuration Management

Stakeholder Coordination

ITIL v3/v4

Agile / Scrum

DevOps concepts

Tools

ITSM tooling

Reporting tools

CI/CD tooling

Job description

ITProposal in Amsterdam seeks an experienced IT Service Management Specialist / Incident Management Coordinator to drive incident and major incident processes across multiple service providers. The role is highly operational, with governance, reporting, escalation, and continuous improvement responsibilities.

You will aim to raise ITSM maturity, support RCA and post-incident reviews, and coordinate Change and Release, Configuration Management, and SIAM practices.