Incident Manager

At Ayvens, progress starts with you.

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

• Objective of the role (Why) 

The Remarketing department is in charge to deploy and maintain an ecosystem around e-commerce platforms to facilitate used car recycling. To do that, the department maintain notably: 

• an e-commerce website dedicated to B2B and its mobile application  

• various  e-commerce websites dedicated to B2C  

• a SalesForce-based CRM with strong links to the B2B platform for customer management 

• a SalesForce-based CRM to manage customers and to resell used vehicles to B2C customers 

• various Back-Office tools to industrialize vehicle resale processes 
   

Organized in Squads (or feature teams) the Remarketing department is well advanced to apply agile methodologies such like Scrum and has adapted its organization at scale by being inspired by SAFe methodology.  

Your role, as incident manager will be to support the Squads by ensuring a high level of expectation to monitor the production. You will need to ensure that processes and best practices are known and applied by all resources in charge of IT production- and delivery. 

Areas of responsibilities (What) 

• Prioritize User requests based on their Urgency, their criticality and their context.  

• Ensure all incidents investigation and follow-up 

• Ensure adequate and efficient communications toward users, senior management and internal users 

• Ensure first analyzes to be done to qualify the incident 

• Ensure proper tracking of incident/problem/request with various support teams and report on this 

• Help coordinate activities on releases in a context of continuous deployment 

• Contribute to major incident reports and post-mortems when required 

• In case of recurrent Request/Incidents, pushes for the creation of a Feature Development/bugfix, or automation 

• Coordination across teams to get documentation in place and updated  

• Produce production dashboards/KPIs/SLA 

• Structure the support across the Squads in an agile organization 

• Coordinate and optimize the support team onshore or offshore with the Squad in charge of the support level 3. 

• In an international context, you will be working with teams located in nearshore or offshore locations. 

Job requirements (Who) 

Personal characteristics 

• As part of an agile team, team spirit, commitment and motivation are important. 

• An innovative mindset is essential to propose any necessary changes to the team's organization as part of a continuous improvement process. 

Education / knowledge  

• Significant experience in team management and incident management is required to excel in this position 

Skills 

• With an engineering degree or equivalent, you have a good level of written and spoken English. 

• Good communication skills, a sense of responsibility and analytical skills are required to support the team by acting as a troubleshooter. The continuity of production is key for you. 

• Understanding and analyzing risks will be essential, particularly with regard to compliance with regulations, safety and production operations. 

Experience 

• Significant experience in team management and incident management is required to excel in this position 

IT Applications 

• Teams 

• Outlook 

• JIRA / DevOps 

Why Ayvens?  

With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.

At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.

*ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.