JOB DESCRIPTION & MISSIONS

We are looking for an Incident Manager to join the new pool of Incident Management based in
our Shared Services Center in Porto.
The Incident Manager will be responsible for the effective implementation of the Incident
Management Process in his/her assigned area and carry out the corresponding reporting.
As a cross-department function, the main responsibilities of the Incident Manager will be to:

Incident management:
• Audit the effectiveness of the incident management process, and formulate
improvements if necessary
• Control the correct handling of incidents by the support teams to ensure the restoration
of the service as soon as possible
• Prioritize incidents, arbitrate, escalate
• Ensure regular exchanges with the support and technical department teams and
customers
• Monitor the indicators guaranteeing process performance (SLA achievement for
example)
• Be identified as a point of contact by customers for incident management and ensure
the follow up during incident meetings.

Management of major incidents:
• Participate in crisis units: piloting assistance, internal communication, incident
reports…
• Monitor of major incidents (P1): coordination of actions, arbitration, escalation if
necessary.

Continuous improvement:
• Deploy methodologies, maintain documentation
• Participate in problem management: identification of recurring incidents, follow-up of
action plans, and coordinate the teams involved
• Participate in cross-functional projects: definition of changes to the incident
management tool, measurement of SLAs, documentation, etc.

WHAT WE ARE LOOKING FOR
• Bachelor´s degree minimum in computer science or business, ideally good knowledge
of the SAAS environment.
• Solid and demonstrable experience in the practice of Incident Management or related
fields.
• Understanding of the ITIL Incident Management Process – ITIL Foundation V4
Certification minimum.
• Clear aptitude for service delivery excellence and producing quality results.
• Good communication skills, written and verbal both in French and English and ability
to build relationships with the various teams across the group.
• Curious, dynamic, focused on continuous improvement.
• Ability to manage multiple emergencies and make decisions at high stakes.

For application, please send your CV to: [email protected]