Incident Manager (Miraflores - Hybrid)

Claranet Portugal; Lisboa; On-site; EUR 55,000 - 75,000; Full time

Job summary

Claranet Portugal is seeking an experienced Incident Manager to join our Lisbon-based Talent team. You will lead responses to high-priority incidents, coordinate technical teams and suppliers, and ensure swift restoration of services.

This role requires out-of-hours availability and close collaboration with international teams. The ideal candidate has extensive experience in Incident and Major Incident Management, strong ITIL knowledge, and fluency in Portuguese and English.

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 (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

Major incident management

ITIL

ITSM tools

Education

Bachelor's degree in Computer Science/IT

Tools

ServiceNow

Jira Service Management

Job description

We're fast learners, hard workers, natural collaborators... and we Make 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.

Right now, we are looking for an Incident Manager to join our Talent team in Lisbon.

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).