Description

A Randstad é a empresa número 1 no setor de recursos humanos a nível mundial e líder em Portugal. Com presença em todo o país, conta com oportunidades de emprego para diferentes setores de atividade, como indústria, serviços de apoio ao cliente e vendas, tecnologias da informação, finanças e banca, hotelaria, turismo e restauração, recursos humanos, entre outras.
Aqui vais encontrar a tua próxima oportunidade profissional! #humanforward

Randstad Professionals is the business line of Randstad Group focused on Middle&Top Management Recruitment.
Our Client is a Collaborative Supply Chain company which business is growing and expanding and they are now looking for a Incident Manager, to join the new pool of Incident Management based in their Shared Services Center in Porto.

descrição da função/job description
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:

- 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.

requisitos/requirements
- 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.

oferta/offer
Attractive wages and benefits;
Good team spirit and collaborative environment.

para se candidatar/to apply
https://www.randstad.pt/empregos/title_location_RP-2023-132206