Incident & Problem Leader, IT Operations

Quion; Matosinhos; Híbrido; EUR 45 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal allowance

Hybrid work model

Office in Matosinhos

Resumo da oferta

Quion in Porto is expanding its international IT Operations team and seeks an Incident Manager to coordinate incidents, drive problem management, and improve service stability. You will act as a trusted contact for operational teams, suppliers and management, guiding major incidents through the lifecycle.

The role requires 3–5 years in incident/problem management, IT operations, ITIL/ITSM, and strong English communication.

Qualificações

• Bachelor’s degree or equivalent experience in IT/Business Information Management.
• 3–5 years of experience in Incident Management, Problem Management, IT Operations, Service Management, or a similar role.
• Experience working within ITSM environments and processes.
• Experience coordinating Major Incidents and facilitating Root Cause Analyses (RCA).
• Experience managing suppliers and third-party service providers.
• Experience with Jira Service Management, workflow management and reporting.
• Experience with KPI, SLA and service performance reporting.
• Willingness to support Major Incidents outside standard business hours when required.
• Excellent verbal and written communication skills in English.

Responsabilidades

• Drive and continuously improve the Incident and Problem Management processes.
• Coordinate Major Incidents and keep stakeholders informed with clear and timely communication.
• Lead Root Cause Analyses and ensure improvement actions are implemented.
• Monitor incidents, problems and risks, and take action when needed.
• Work closely with Product, Engineering, Infrastructure, Operations and suppliers to improve service stability.
• Ensure compliance with agreed processes, governance standards and regulatory requirements.
• Identify trends, recurring issues and opportunities to improve service quality.
• Provide clear reporting and insights on service performance, risks and improvements.
• Act as a trusted point of contact for management, business stakeholders and suppliers during major incidents.
• Promote collaboration, ownership and continuous improvement across teams.

Conhecimentos

Incident Management

Problem Management

IT Operations

Service Management

Stakeholder communication

Jira Service Management

KPI reporting

SLA management

Formação académica

Bachelor’s degree in Information Technology, Computer Science, Business Information Management, or related field

Ferramentas

Jira Service Management

Power BI

Workflow management

Descrição da oferta de emprego

Quion in Porto is expanding its international IT Operations team and seeks an Incident Manager to coordinate incidents, drive problem management, and improve service stability. You will act as a trusted contact for operational teams, suppliers and management, guiding major incidents through the lifecycle.

The role requires 3–5 years in incident/problem management, IT operations, ITIL/ITSM, and strong English communication.