Incident Manager (Miraflores - Hybrid)

Claranet; Lisboa; Hybrid; EUR 45,000 - 65,000; Full time

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.

Skills

Incident management

ITIL frameworks

English proficiency

Portuguese fluency

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Jira Service Management

Job description

Incident Manager (Miraflores - Hybrid)

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

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:

Miraflores – Hybrid