Description

Our cliente is creating a new department of service management and recruiting an incident manager.

Client Details

Our client is an international technology group with about 10,000 employees, more than 100 locations worldwide and a common goal: turn entrepreneurial thinking into customer success and shape the technological change. In the Business Areas Digital, Pharma, Supply Chain, Tissue and Tobacco, they offer products, solutions and services that inspire. They act fast to customer needs, they execute ideas seamlessly, and with their innovations they create added value for their customers. In doing so, they are increasingly building on ecosystems that solve the challenges of today and tomorrow.

As part of the group's digital business, its Porto location will be developing industry-leading software products for all companies and building innovative digital tech ventures that transform global manufacturing. State-of-the-art IT services worldwide, including cloud architecture, cyber security and SAP are central components of the offer. Leveraging the advantage of corporate power and a startup's proficiency with new technologies, Porto will be a key driver of the Group's digital transformation.

Description

• Responsible for managing and leading incidents through their entire lifecycle and take the lead on all related interactions between customers and the team.
• Build and run the respective processes and thereby provide outstanding support to their customers, while incidents are resolved in a timely and effective manner.
• Ensure that customers and employees receive excellent technical service & support.
• Manage virtual technical teams to assess and resolve technical issues regarding our solution.
• Orchestrate responses to technical issues and keep stakeholders informed about the status.
• Keep a log of incidents to keep track of issues, ensure final resolution and derive lessons learned.
• Actively apply incident logs to examine incidents and establish processes to help prevent or minimize similar problems from arising again.
• Train 24x7 IT support teams and stakeholders above to implement processes and procedures across the company.

Profile

• Bachelor or master degree in Computer Science, Business Administration, Engineering or a related field
• Experience effectively building and managing incident management processes for more than 5 years in the industrial sector
• Strong track record and hands-on attitude in building and sustaining incident management processes
• Used to manage and lead distributed virtual teams around incident management processes
• Easily apply Office productivity and communication tools such as Office 365, Slack, and Miro
• Fluent English

Job Offer

• An agile and fast changing company
• A modern and dynamic working environment
• Possibility to drive ideas into reality
• The opportunity to take more responsibility and develop your career

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