Incident Manager

Who are we?

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.

• ITIL Foundation certification.

• 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)

Interested?

Would you like to join our team in Porto? Apply via the application button!

Do you have any questions or would you like more information about the content of the position?

Please contact our Recruiter Diogo Teixeira via Diogo.Teixeira@quion.com

*Unsolicited services or offers from recruitment agencies or intermediaries will not be responded to.