Global Incident Manager - 24/7 Response & ITIL Expert

Claranet limited; Oeiras; Hybrid; EUR 52,000 - 76,000; Full time

Job summary

Claranet limited seeks an Incident Manager to join our Talent team in Portugal. You will lead high-priority incident responses, coordinate technical colleagues and suppliers, and keep senior management updated during critical events.

You will work across ITIL-aligned incident processes, provide out-of-hours coverage, and collaborate with Problem Management to prevent recurrence. Proficiency in Portuguese and English is required for international coordination.

Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field.
• Extensive experience in Incident Management and Major Incident Management (banking, payments, or e-commerce preferred).
• Strong knowledge of ITIL frameworks and ITSM tools (e.g., ServiceNow, Jira Service Management).
• Fluency in Portuguese and English for daily international communication.]

Responsibilities

• Lead and coordinate responses to high-priority incidents, mobilising technical teams and suppliers to restore services quickly.
• Provide out-of-hours availability to manage critical incidents affecting business operations.
• Act as the main point of contact during incidents, providing clear and timely updates to management and business teams.
• Monitor support activities and ensure response and resolution times meet agreed SLAs.
• Collaborate with Problem Management teams to identify root causes and implement preventive actions to avoid recurrence.

Skills

Incident Management

ITIL

ServiceNow

Jira Service Management

Portuguese

English

Education

Bachelor's degree in Computer Science / IT

Tools

ServiceNow

Jira Service Management

Job description

Claranet limited seeks an Incident Manager to join our Talent team in Portugal. You will lead high-priority incident responses, coordinate technical colleagues and suppliers, and keep senior management updated during critical events.

You will work across ITIL-aligned incident processes, provide out-of-hours coverage, and collaborate with Problem Management to prevent recurrence. Proficiency in Portuguese and English is required for international coordination.