Incident Manager – Payments and Services
Unleash your potential in a role where big data and technology innovation intersect.
This is a hybrid opportunity based in Lisbon, with 2 days in the office.
You will work for our client, a global IT leader driving innovation with cutting-edge solutions and services. Your main responsibility will be overseeing resolution processes and maintaining service continuity for their global IT operations.
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Main Responsibilities:
* Overseeing the incident management process and team members involved in resolving the incident.
* Responding to reported service incidents, identifying the cause, and initiating the incident management process.
* Prioritizing incidents according to their urgency and influence on the business.
* Producing documents outlining incident protocols, such as handling cybersecurity threats or correcting server failures.
* Collaborating with the incident management team to ensure all protocols are diligently followed.
* Logging all incidents and their resolution to identify recurring malfunctions.
* Adjusting the incident management process as required to ensure its effectiveness.
* Communicating with upper management about major issues found in the IT system.
* Managing incident team members by reassigning workloads and rescheduling non-urgent tasks.
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Ideal Candidate:
* Bachelor's degree in information technology, engineering, or a related field.
* At least three years of experience working in IT service management or a similar role.
* Strong knowledge of IT service management software, including ITIL and COBIT.
* Experience working with IT systems and software.
* Excellent managerial skills and ability to collaborate with team members.
* Ability to analyze high volumes of technical data and work in a fast-paced environment.
* Strong problem-solving, analytical, and time-management skills.
* Experience with ITIL version 3 and Service Now.
* Fluent in French (C1).
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The estimated salary for this position is $90,000 - $120,000 per year, depending on qualifications and experience. This estimate is based on the job title, location, and responsibilities outlined in the description.