Incident Command Lead — IT Service Management

bolttech; Porto; Presencial; EUR 45 000 - 65 000; Tempo integral

Resumo da oferta

bolttech is seeking an experienced Incident Management professional to coordinate end-to-end ITSM activities across its European operations. You will own restoration efforts, lead bridge calls, and ensure timely communication with stakeholders during critical incidents.

The role requires strong ITIL knowledge, 3+ years in ITSM, and fluency in Portuguese and English, with the ability to work outside regular hours when needed.

Qualificações

• Bachelor's Degree in Information Technology, Computer Science or related discipline.
• Minimum 3 years of experience in IT Service Management, Service Operations or Technical Support.
• Minimum 2 years of experience in Incident Management.
• Strong knowledge of ITIL processes, especially Incident, Problem and Change Management.
• Experience with FreshService, ServiceNow, Jira or comparable ITSM platforms.
• Experience coordinating technical and business stakeholders during critical incidents.
• Strong reporting and presentation skills.
• Excellent verbal and written Portuguese and English communication skills.
• Strong documentation and process management skills.
• Ability to work outside regular hours during critical incidents when required.

Responsabilidades

• Own and coordinate the end-to-end Incident Management process.
• Drive restoration of services during incidents.
• Lead incident bridge calls and coordinate cross-functional teams.
• Act as the primary point of contact for business-critical incidents.
• Manage escalations across Infrastructure, Applications, Engineering, Vendors and Business teams.
• Ensure timely and accurate communication to stakeholders during incidents.
• Monitor incident queues, backlog, SLA compliance, MTTR and ticket aging.
• Conduct incident reviews and coordinate Root Cause Analysis (RCA).
• Drive corrective and preventive action plans following major incidents.
• Support implementation and continuous improvement of ITIL Incident Management practices.
• Produce operational reports, KPI dashboards and management updates.
• Support Hypercare and operational readiness activities for new partner and product launches.

Conhecimentos

Incident Management

ITIL Processes

Stakeholder Communication

Reporting & Dashboards

Portuguese-English Communication

Formação académica

Bachelor's Degree in IT/CS

Ferramentas

FreshService

ServiceNow

Jira

Descrição da oferta de emprego

bolttech is seeking an experienced Incident Management professional to coordinate end-to-end ITSM activities across its European operations. You will own restoration efforts, lead bridge calls, and ensure timely communication with stakeholders during critical incidents.

The role requires strong ITIL knowledge, 3+ years in ITSM, and fluency in Portuguese and English, with the ability to work outside regular hours when needed.