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Incident Manager

  • Melle, Vlaams Gewest, Belgium

Job description

Be-Mobile, headquartered in Ghent, pioneers in Smart Mobility Solutions on an international level. We offer advanced solutions to measure and manage the traffic flows in order to put travelers, cities, road authorities, parking operators and logistics companies all around the world in control over their mobility processes. We are currently developing technological solutions for electronic toll collection, intermodal route planning, fleet management, etc.

To strengthen our team, Be-Mobile is looking for an Incident Manager who is interested in working in a cutting-edge, socially engaged environment.

As an Incident Manager in the Projects & Operations team for the Be-Mobile Tech BU, you focus on optimizing the experience for our customers who are using our solutions. These solutions consist of different key components such as smart route planning, traffic information, truck navigation, estimated time of arrival (ETA) and C-ITS (Cooperative Intelligent Transport Systems). By working together with the customers business and operations team, you aim at maximizing the value they get from being a Be-Mobile customer.

What we expect from you:

  • To help and support our customers getting maximized value out of using our solution(s)
    • Get to know the customer, their organization and operational stakeholders
    • Understand the implemented solution and the business objectives the customer wants to achieve with it
    • Act as first point of contact for operational topics like issues, changes, planned activities, …
    • Document diagnostic steps and communications with the customer as you troubleshoot reported problems
    • Be on the lookout for upselling opportunities by shaping new solution proposals in case of new business needs or functional/operational gaps
    • Know the service delivery agreements and attached SLA’s. Focus on achieving these SLA’s and maintaining a high level of customer satisfaction
    • Monitor and report, both internal and external, on all aspects of the service delivery
    • Prepare, moderate and document the service delivery meetings
    • Set up operational documentation, including a knowledge base, that is available for both internal and external stakeholders

  • To actively collaborate with other teams within our Business Unit, targeting global growth and success
    • With the Operational Account Manager, identifying opportunities and proactively work on extending the customers product usage. Make sure the Operational Account Manager is always aware of important activities, issues and risks
    • With the Engineering team, managing bug fixes, product deliveries and change request implementations. Extend customer feedback towards the Engineering team to continuously improve our product

  • To actively contribute to the global success of Be-Mobile
    • Be critical to what we do and how we do it. Take the time for retrospectives on yourself, the team and the organization as a whole
    • Propose internal improvements related to our way of working, processes and procedures with the intent to improve our quality and efficiency
    • Share your knowledge, build templates, provide documentation, … that can help your colleagues achieve their objectives, or new colleagues onboard quicker
    • Work on continuous improvement related to our service and solution delivery capabilities to business clients.
    • Participate to post project reviews to cultivate a “learning organization”

Job requirements

The must-haves we are looking for are:

  • IT background or proven interest in technologies and software development
  • Experience in a software support role and ambition to grow into service delivery
  • Able to document problem and solution in a clear and understandable way
  • Experienced in use of Microsoft Office tools
  • Knowledge of JIRA is a plus
  • Fluent in Dutch and English. French is a plus.

These soft skills will help you to match the above written expectations:

  • Be driven towards results and have a strong focus on service delivery
  • Be a team player, willing to share knowledge and experience
  • Take ownership and natural tendency towards continuous improvement
  • Have confidence, be stress-resistant and flexible
  • Be eager to help and to learn

If you recognize yourself in these requirements, we are happy to hear from you!