Incident Manager – Payments and Services
This is a unique opportunity to combine your skills in big data and technology innovation in a hybrid role based in Lisbon.
Main Responsibilities:
* Oversee the incident management process and team members involved in resolving incidents.
* Respond to reported service incidents, identify causes, and initiate the incident management process.
* Prioritize incidents based on urgency and business influence.
* Develop documentation outlining incident protocols, such as handling cybersecurity threats or correcting server failures.
* Collaborate with the incident management team to ensure adherence to protocols.
* Log all incidents and their resolutions to identify recurring malfunctions.
* Adjust the incident management process as needed to ensure effectiveness.
* Communicate with upper management regarding major IT system issues.
* Manage incident team members by re-assigning workloads and rescheduling non-urgent tasks.
Requirements:
* Bachelor's degree in information technology, engineering, or a related field.
* At least three years' experience 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 large volumes of technical data in a fast-paced environment.
* Strong problem-solving, analytical, and time-management skills.
* Experience with ITIL V3 and Service Now.
* Fluent in French (C1 level).