{"id":2479116,"url":"https://alion.io/job/blauwtrustgroep-incident-manager","title":"Incident Manager","company":{"id":4417080,"name":"Blauwtrust Groep","domain":"blauwtrustgroep.com","url":"https://alion.io/company/blauwtrustgroep","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Matosinhos, Portugal"],"countries":["PT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":53000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":688},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Power BI","optional":true}],"status":"live","first_seen_at":"2026-10-13T13:25:35Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-23T03:18:40Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Who are we?\nQuion 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.\nTo support our continued growth, we are expanding our international IT Operations team and are looking for a Incident Manager to join our Porto office.\nWhat will you do?\nThe 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.\nKey Responsibilities\nDrive and continuously improve the Incident and Problem Management processes.\n\nCoordinate Major Incidents and keep stakeholders informed with clear and timely communication.\n\nLead Root Cause Analyses and ensure improvement actions are implemented.\n\nMonitor incidents, problems and risks, and take action when needed.\n\nWork closely with Product, Engineering, Infrastructure, Operations and suppliers to improve service stability.\n\nEnsure compliance with agreed processes, governance standards and regulatory requirements.\n\nIdentify trends, recurring issues and opportunities to improve service quality.\n\nProvide clear reporting and insights on service performance, risks and improvements.\n\nAct as a trusted point of contact for management, business stakeholders and suppliers during major incidents.\n\nPromote collaboration, ownership and continuous improvement across teams.\n\nThis is you\nYou 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.\nRequirements\nWhat do you need for this position ?\nBachelor’s degree in Information Technology, Computer Science, Business Information Management, or a related field, or equivalent experience.\n\nITIL Foundation certification.\n\n3-5 years of experience in Incident Management, Problem Management, IT Operations, Service Management, or a similar role.\n\nExperience working within ITSM environments and processes.\n\nExperience coordinating Major Incidents and facilitating Root Cause Analyses (RCA).\n\nExperience managing suppliers and third-party service providers.\n\nExperience with Jira Service Management, workflow management and reporting.\n\nExperience with KPI, SLA and service performance reporting.\n\nWillingness to support Major Incidents outside standard business hours when required.\n\nExcellent verbal and written communication skills in English\n\nNice to have:\nAdditional ITIL certifications.\n\nExperience with Power BI and dashboard development.\n\nKnowledge of operational risk management, governance and control frameworks.\n\nExperience in financial services, fintech or other regulated environments.\n\nWhat do we offer you?\nWorking 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.\nWhat you can expect:\n· A meaningful role in a successful company driving the future of the Dutch mortgage market\n· Flexibility is an important part of our culture. Our hybrid approach is primarily shaped by the needs of the role and team collaboration.\n· A competitive salary, including a meal allowance.\n· A positive, team-driven culture that encourages initiative and personal development.\n· In-depth onboarding and training tailored to your role\n· Room to grow, professionally and personally within a dynamic financial services environment\n· Our office in Matosinhos, Porto is located in an easily accessible area, with nearby public parking and convenient public transport connections (metro and bus)\nInterested?\nWould you like to join our team in Porto? Apply via the application button!\nDo you have any questions or would you like more information about the content of the position?\nPlease contact our Recruiter Diogo Teixeira via \n*Unsolicited services or offers from recruitment agencies or intermediaries will not be responded to.","description_format":"text","description_chars":4982,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Mortgage Lending & Brokers"],"lifecycle":[{"event":"open","at":"2026-10-13T22:11:53Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.854,"p_room":0.945,"age_days":9,"expected_fill_days":23,"reasons":["conf:2","velocity","win:mid"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/blauwtrustgroep-incident-manager","json_url":"https://alion.io/job/blauwtrustgroep-incident-manager.json","meta":{"generated_at":"2026-10-23T06:09:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10023,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4417080},"rest":"https://alion.io/mcp/rest/get_company?id=4417080"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblauwtrustgroep-incident-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblauwtrustgroep-incident-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblauwtrustgroep-incident-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blauwtrustgroep-incident-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblauwtrustgroep-incident-manager"}]}