Hybrid Incident Manager — Drive Major Incidents & RCA

Quion Groep B.V.

Matosinhos

Hybrid

EUR 50,000 - 70,000

Full time

6 days ago

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Benefits offered by this job

Meal allowance

Hybrid work model

Career development

Job summary

Quion Groep B.V. in Porto (Matosinhos) is expanding its international IT Operations team and seeks an Incident Manager to join the Porto office. You will drive incident and problem management, coordinate major incidents, and facilitate RCA to improve service quality and stability.

The role requires ITIL Foundation, 3-5 years in IT operations, Jira Service Management and English proficiency. We offer a hybrid work model, meal allowance, and career development in a dynamic financial services

Qualifications

Bachelor's degree in Information Technology, Computer Science, Business Information Management, or related field; or equivalent experience.
ITIL Foundation certification.
3-5 years in Incident/Problem Management, IT Operations or Service Management.
Experience with ITSM processes and supplier coordination.
Experience with Jira Service Management and KPI/SLA reporting.

Responsibilities

Drive and improve Incident and Problem Management processes.
Coordinate Major Incidents and inform stakeholders with timely communication.
Lead RCA and ensure implemented improvements.
Monitor incidents, problems and risks; take action as needed.
Collaborate with Product, Engineering, Infrastructure, Operations and suppliers to enhance service stability.
Ensure compliance with processes, governance standards and regulatory requirements.
Identify trends and opportunities to improve service quality.
Provide reporting on service performance, risks and improvements.
Act as trusted contact for management and suppliers during major incidents.
Promote collaboration and continuous improvement across teams.