Incident Manager (Lisbon - Hybrid)

Claranet Portugal; Lisboa; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Health insurance with family package

Regular teambuilding programs

Friendly workplace

Regular professional development

Job summary

A Claranet Portugal procura um(a) Incident Manager para integrar a Talent Team em Lisboa, com foco na gestão de incidentes e na melhoria contínua dos serviços. O candidato ideal tem experiência comprovada em Incident Management, ITIL e comunicação eficaz em inglês.

O posto é em regime híbrido, com envolvimento direto em equipas internacionais e fornecedores, assegurando resposta rápida a incidentes críticos e cumprimento de SLAs.

Qualifications

• Experiência extensa em Incident Management e Major Incident Management, preferencialmente no setor bancário, de pagamentos ou e-commerce.
• Forte conhecimento de ITIL e ferramentas ITSM (ServiceNow, Jira Service Management).
• Fluência em Português e excelente nível de Inglês para comunicação diária com equipas internacionais.

Responsibilities

• Liderar e coordenar respostas a incidentes de alta prioridade, mobilizando equipas técnicas e fornecedores para restabelecer serviços rapidamente.
• Disponibilidade fora de horas para gerir incidentes críticos que afectem operações de negócio.
• Atuar como ponto de contacto durante incidentes, com atualizações claras e atempadas à gestão e equipas de negócio.
• Monitorizar actividades de suporte para garantir tempos de resposta e resolução de acordo com os SLAs.
• Colaborar com equipas de Problem Management para identificar causas-raiz e implementar ações preventivas.

Skills

Incident Management

Major Incident Management

ITIL

Inglês avançado

Education

Bacharel em Ciência da Computação ou área relacionada

Tools

ServiceNow

Jira Service Management

Job description

We're fast learners, hard workers, natural collaborators... and weMake Modern Happen!

Our ambition is to unlock the potential of our digital world so that organisations everywhere can innovate and thrive securely. We aim to achieve this goal by bringing together the world’s most talented people and the most powerful technologies, combining them to address our customers' challenges and to build something stronger together.

If you share our vision, join us!

Right now, we are looking for an Incident Manager to integrate our Talent team.

Your responsibilities include:

• 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.

You must have:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Extensive experience in Incident Management and Major Incident Management (preferably in the banking, payments, or e-commerce sector).
• 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).

We offer:

• Regular professional development;
• Health insurance, with family package;
• Regular teambuilding programs;
• Friendly workplace.

Workplace:Lisbon – Hybrid

Regime de trabalho híbrido.