IT Incident Manager

SUMMARY:

We seek a dedicated IT Operations and Incident Lead to ensure our business systems and IT services function flawlessly around the clock. In this role, you will be the first line of defence against any disruptions or outages in our production environments, coordinating rapid response teams to troubleshoot and resolve issues efficiently. Clear and timely communication with stakeholders will be critical to your responsibilities.

You'll monitor vital business metrics and provide comprehensive support across our infrastructure, networks, applications, databases, and other essential production services. Joining our dynamic team means contributing to the reliability, operational excellence, and superior customer service that drive our company's success.

We are looking for candidates who are as excited about pushing their own development and working on a geographically distributed team where most of the communication is happening online.

WHAT WILL YOU BE DOING:

• Act as the primary point of contact for major incidents, managing the process from identification through resolution.
• Coordinate cross-functional teams during critical situations to facilitate swift problem-solving.
• Oversee ticket management systems, ensuring all incidents are logged, tracked, and closed with thorough documentation.
• Lead post-incident analysis sessions and generate detailed reports to prevent future occurrences.
• Stay informed about all production-related activities, assessing the impact of deployments and changes on system performance and business objectives.
• Collaborate with team leaders to promote continuous improvement initiatives across departments.
• Work closely with the application support team to escalate issues to development or technical teams when necessary.
• Prepare and distribute clear, concise incident notifications to relevant parties promptly.
• Provide regular updates to senior management on the status and progression of major incidents.
• Ensure all communications are tailored to the audience, conveying technical issues in understandable terms.
• Manage event management tools to suppress unnecessary alerts during scheduled or emergency maintenance windows.
• Develop and refine alert policies and rules in collaboration with departmental managers to enhance monitoring effectiveness.
• Coordinate with external partners using various ticketing platforms to investigate and resolve incidents.
• Conduct comprehensive handovers to incoming shift teams, ensuring seamless transition and awareness of ongoing issues.
• Uphold company policies and code of conduct at all times.
• Handle administrative tasks such as creating shift schedules and reviewing time logs.

WHAT WE ARE LOOKING FOR:

• 5+ years as an IT Operations and Incident Leader or a similar role.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Substantial experience in incident management and familiarity with change and problem management processes.
• Strong understanding of ITIL frameworks and practical expertise in end-to-end IT support.
• Proficient with communication and collaboration tools like Microsoft Teams, Slack, or similar platforms.
• Hands-on experience with event management systems and monitoring tools for IT infrastructure and applications.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly.
• Demonstrated leadership abilities with strong organizational and people management skills.
• Exceptional critical thinking skills and the ability to make sound decisions under pressure.
• Excellent problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Proficient in English communication, both written and verbal.

WHAT’S IN IT FOR YOU?

• Be part of our collegial environment where responsibility and authority are shared equally amongst colleagues and help create our company culture
• A culture in which we don’t criticise failure but ensure we learn from our mistakes
• An Agile environment where your ideas are welcome
• The possibility to grow and experience different projects
• Ongoing Training & Mentoring
• The possibility of travel

- ATTENTION! THIS POSITION IS FOR PORTUGAL OR BRAZIL BASED ONLY