Incident Manager (Miraflores - Hybrid)

Claranet limited; Oeiras; Hybrid; EUR 52,000 - 76,000; Full time

Job summary

Claranet limited seeks an Incident Manager to join our Talent team in Portugal. You will lead high-priority incident responses, coordinate technical colleagues and suppliers, and keep senior management updated during critical events.

You will work across ITIL-aligned incident processes, provide out-of-hours coverage, and collaborate with Problem Management to prevent recurrence. Proficiency in Portuguese and English is required for international coordination.

Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field.
• Extensive experience in Incident Management and Major Incident Management (banking, payments, or e-commerce preferred).
• Strong knowledge of ITIL frameworks and ITSM tools (e.g., ServiceNow, Jira Service Management).
• Fluency in Portuguese and English for daily international communication.]

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

ServiceNow

Jira Service Management

Portuguese

English

Education

Bachelor's degree in Computer Science / IT

Tools

ServiceNow

Jira Service Management

Job description

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

Ourambition is to unlock the potential of our digital world so that organisationseverywhere can innovate and thrive securely. We aim to achieve this goal bybringing together the world’s most talented people and the most powerfultechnologies, combining them to address our customers' challenges and to buildsomething stronger together.

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

Yourresponsibilities include:

• Lead and coordinate responses tohigh-priority incidents, mobilising technical teams and suppliers to restoreservices quickly.
• Provide out-of-hours availability tomanage critical incidents affecting business operations.
• Act as the main point of contactduring incidents, providing clear and timely updates to management and businessteams.
• Monitor support activities andensure response and resolution times meet agreed SLAs.
• Collaborate with Problem Managementteams to identify root causes and implement preventive actions to avoidrecurrence.

You must have:

• Bachelor’s degree in ComputerScience, Information Technology, or a related field.
• Extensive experience inIncident Management and Major Incident Management (preferably in thebanking, payments, or e-commerce sector).
• Strong knowledge of ITILframeworks and ITSM tools (e.g., ServiceNow, Jira Service Management).
• Fluency in Portuguese and anexcellent level of English (daily communication with international teams).