Description

Our client is looking for an Incident Manager to expand its teams in Porto

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.

Description

• You are responsible for managing and leading incidents through their entire lifecycle and take the lead on all related interactions between our client's customers and our client's team;
• You build and run the respective processes of our client and thereby provide outstanding support to our client's customers, while incidents are resolved in a timely and effective manner;
• You ensure that customers and employees of our client receive excellent technical service & support.
• You manage virtual technical teams to assess and resolve technical issues regarding our solution;
• You orchestrate responses to technical issues and keep stakeholders informed about the status;
• You keep a log of incidents to keep track of issues, ensure final resolution and derive lessons learned;
• You actively apply incident logs to examine incidents and establish processes to help prevent or minimize similar problems from arising again;
• You develop processes, procedures and policies by which the technical service & support team will operate and which will be applied to drive highest quality standards in incident response & resolution;
• You will train 24x7 IT support teams and stakeholders above to implement processes and procedures across our client.

Profile

• You have a bachelor or master degree in Computer Science, Business Administration, Engineering or a related field;
• You have effectively built and managed incident management processes for more than 5 years in the industrial sector - ideally with a bias towards machine-centric IT/OT operations;
• You have a strong track record and hands-on attitude in building and sustaining incident management processes, which are thoroughly documented, consistently audited, and continuously improved;
• You are used to manage and lead distributed virtual teams around incident management processes ranging from Service Desk operators to Development engineers to Field Service PLC technicians;
• You combine B2B industry acumen in the production operations space with IT services know-how;
• You easily coordinate and manage stakeholders, including your team, customers, and other stakeholders in the process;
• You apply mediation & conflict resolution techniques, esp. in tough situations and if under pressure;
• You easily apply Office productivity and communication tools such as Office 365, Slack, and Miro;
• Your English is fluent and you speak at least one other European language.

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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