Incident Manager (38-40hours)

Quion; Matosinhos; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Meal allowance

Hybrid work model

Office in Matosinhos

Job summary

Quion in Porto is expanding its international IT Operations team and seeks an Incident Manager to coordinate incidents, drive problem management, and improve service stability. You will act as a trusted contact for operational teams, suppliers and management, guiding major incidents through the lifecycle.

The role requires 3–5 years in incident/problem management, IT operations, ITIL/ITSM, and strong English communication.

Qualifications

• Bachelor’s degree or equivalent experience in IT/Business Information Management.
• 3–5 years of experience in Incident Management, Problem Management, IT Operations, Service Management, or a similar role.
• Experience working within ITSM environments and processes.
• Experience coordinating Major Incidents and facilitating Root Cause Analyses (RCA).
• Experience managing suppliers and third-party service providers.
• Experience with Jira Service Management, workflow management and reporting.
• Experience with KPI, SLA and service performance reporting.
• Willingness to support Major Incidents outside standard business hours when required.
• Excellent verbal and written communication skills in English.

Responsibilities

• Drive and continuously improve the Incident and Problem Management processes.
• Coordinate Major Incidents and keep stakeholders informed with clear and timely communication.
• Lead Root Cause Analyses and ensure improvement actions are implemented.
• Monitor incidents, problems and risks, and take action when needed.
• Work closely with Product, Engineering, Infrastructure, Operations and suppliers to improve service stability.
• Ensure compliance with agreed processes, governance standards and regulatory requirements.
• Identify trends, recurring issues and opportunities to improve service quality.
• Provide clear reporting and insights on service performance, risks and improvements.
• Act as a trusted point of contact for management, business stakeholders and suppliers during major incidents.
• Promote collaboration, ownership and continuous improvement across teams.

Skills

Incident Management

Problem Management

IT Operations

Service Management

Stakeholder communication

Jira Service Management

KPI reporting

SLA management

Education

Bachelor’s degree in Information Technology, Computer Science, Business Information Management, or related field

Tools

Jira Service Management

Power BI

Workflow management

Job description

Quion is one of the largest mortgage servicing providers in the Netherlands. We manage mortgage and consumer credit portfolios on behalf of leading national and international financial institutions. Through technology, innovation and operational excellence, we help our clients deliver outstanding services to their customers.

To support our continued growth, we are expanding our international IT Operations team and are looking for a Incident Manager to join our Porto office.

What will you do?

The Incident Manager is responsible for the effective execution and continuous improvement of the Incident and Problem Management processes within Quion. Acting as a key point of contact for operational teams, suppliers and management, the Incident Manager ensures incidents are managed efficiently and service impacts are minimized. The role covers the full Incident Management lifecycle and focuses on improving service quality, operational stability and process maturity. In this position, you will coordinate major incidents, manage stakeholders and suppliers, facilitate Root Cause Analyses (RCA), monitor process adherence and contribute to operational governance and continuous improvement initiatives.

Key Responsibilities

• Drive and continuously improve the Incident and Problem Management processes.
• Coordinate Major Incidents and keep stakeholders informed with clear and timely communication.
• Lead Root Cause Analyses and ensure improvement actions are implemented.
• Monitor incidents, problems and risks, and take action when needed.
• Work closely with Product, Engineering, Infrastructure, Operations and suppliers to improve service stability.
• Ensure compliance with agreed processes, governance standards and regulatory requirements.
• Identify trends, recurring issues and opportunities to improve service quality.
• Provide clear reporting and insights on service performance, risks and improvements.
• Act as a trusted point of contact for management, business stakeholders and suppliers during major incidents.
• Promote collaboration, ownership and continuous improvement across teams.

This is you

You are an analytical and proactive professional who enjoys bringing structure to complex situations. You communicate clearly with both technical and non-technical stakeholders, know how to build strong working relationships, and remain calm and decisive when incidents require immediate action. With a continuous improvement mindset, you are always looking for opportunities to enhance processes, service quality and operational stability.

What do you need for this position ?

• Bachelor’s degree in Information Technology, Computer Science, Business Information Management, or a related field, or equivalent experience.
• 3-5 years of experience in Incident Management, Problem Management, IT Operations, Service Management, or a similar role.
• Experience working within ITSM environments and processes.
• Experience coordinating Major Incidents and facilitating Root Cause Analyses (RCA).
• Experience managing suppliers and third-party service providers.
• Experience with Jira Service Management, workflow management and reporting.
• Experience with KPI, SLA and service performance reporting.
• Willingness to support Major Incidents outside standard business hours when required.
• Excellent verbal and written communication skills in English

Nice to have:

• Additional ITIL certifications.
• Experience with Power BI and dashboard development.
• Knowledge of operational risk management, governance and control frameworks.
• Experience in financial services, fintech or other regulated environments.

What do we offer you?

Working at Quion means joining a young, ambitious, and dynamic organization with open communication and a strong team spirit. We believe in sharing knowledge, taking initiative, and constantly improving how we serve our clients.

What you can expect:

A meaningful role in a successful company driving the future of the Dutch mortgage market

Flexibility is an important part of our culture. Our hybrid approach is primarily shaped by the needs of the role and team collaboration.

A competitive salary, including a meal allowance.

A positive, team-driven culture that encourages initiative and personal development.

In-depth onboarding and training tailored to your role

Room to grow, professionally and personally within a dynamic financial services environment

Our office in Matosinhos, Porto is located in an easily accessible area, with nearby public parking and convenient public transport connections (metro and bus)