Incident Manager

Incident Manager

Full-time | IT | Location - Olathe, Kansas 66062

TVH is looking for an Incident Manager to act as the primary point of contact for all IT incidents. This role will focus on ensuring quick and qualitative resolution of incidents across the IT department and will act as backup Problem manager, implementing permanent fixes, and preventing future issues to maintain optimal system availability and reliability. The Incident Manager will keep all IT stakeholders and support teams informed about corrective and preventive actions, while also representing TVH as an ambassador for the IT support services across the organization. Apply today!

YOUR ROLE AND RESPONSIBILITIES

As Incident Manager, you make sure all incidents are handled in a qualitative way within the IT department and even beyond. This will involve:

• Serve as the process owner for the Incident management process and procedures, including documentation, communication and continuous improvements to support our KPI's.

• Monitor all open incidents across the IT department including those handled by our partners and take proactive measures based on KPI reporting and dashboards.

• Analyze the actions of all teams handling incidents and requests within the TVH ITSM tool, ensuring qualitative handling of these incidents and requests.

• Manage second and third-level support incidents/requests in specific IT domains, providing timely and effective solutions to impacted end-users.

• Take ownership of critical incidents (P1) and coordinate all actions with support teams and external suppliers to ensure fast resolution.

• Perform in-depth analysis of incidents to determine root causes and implement actions to prevent recurrence, while developing action plans to reduce overall incidents.

• Create and present periodic reports on incident management, request management, and call statistics, and discuss findings with the relevant stakeholders.

• Organize frequent operational meetings with stakeholders (Software, Infrastructure) and governance profiles (Problem Manager, Change Manager).

• Provide 24/7 on-call support in a rotation with the other Incident managers.

HOW TO SUCCEED

We're looking for someone who can come up with simple solutions to complex problems. To join us you need:

• Must possess a Bachelor's Degree in Computer Information Systems or Computer Science

• At least five years of experience in an Incident Manager role or a similar position.

• Experience in actively coordinating major incidents that might require multiple teams and/or suppliers to collaborate.

• Extensive knowledge and hands-on experience with ITSM applications and ITIL processes.

• Proven track record of working in a multinational organization with an international scope.

• Exceptional verbal, written, and interpersonal communication skills.

• Strong organizational, time management, and follow-up capabilities.

• Demonstrated flexibility, initiative, and a proven ability to deliver timely and high-quality results.

• Advanced problem-solving skills, with a focus on efficiency and effectiveness.

• Team-oriented with a positive and collaborative attitude.

• Committed to promoting and aligning with the mission, vision, values, and culture of TVH.

• Demonstrate intermediate proficiency in both Microsoft (Word, Excel, and PowerPoint) and Google Suite (Mail, Calendar, Google Meet, Sheets, Drive).

• Ability and willingness to travel occasionally.

WHAT'S IN IT FOR YOU

You'll be part of a people-centric culture, where your well-being matters. Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits such as our onsite health clinic and our incredible dollar for dollar 401(k) match up to 6%. At our HQ, there's an on-site preschool, restaurant and where you can get active or enjoy our regular team get-togethers.

We also offer:

• Hybrid work schedule

• Opportunities for professional development, including access to LinkedIn Learning and many in-house/external training courses

PEOPLE ARE AT OUR HEART

TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.

ABOUT TVH

TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.

TVH is an Equal Opportunity Employer. TVH will not discriminate against applicants based on race, color, religion, national origin, sex (including pregnancy and gender identity), sexual orientation, genetic information, or because they are an individual with a disability or a person 40 years old or older.

Apply now!

Questions?

Haily Park

haily.park@tvh.com