Hybrid Incident Manager - Lead Major Outages & SLAs

Claranet

Lisboa

Hybrid

EUR 45,000 - 65,000

Full time

9 days ago

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Benefits offered by this job

Health insurance (family)

Job summary

Claranet is seeking an Incident Manager for Miraflores, Lisboa, hybrid work arrangement. You will lead critical incident responses, coordinating technical teams and suppliers to restore services quickly and maintain stringent SLAs.

The role requires a Bachelor's degree in Computer Science or related field, extensive incident management experience, and strong ITIL/ITSM tooling knowledge. Portuguese and English fluency are essential for daily international collaboration.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.
Extensive experience in Incident Management and Major Incident Management (preferably in banking, payments, or e-commerce).
Strong knowledge of ITIL frameworks and ITSM tools (e.g., ServiceNow, Jira Service Management).
Fluency in Portuguese and an excellent level of English (daily communication with international teams).

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.