About this role
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.