IT Incident Manager

act digital; Porto; Hybrid; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Meal allowance card

Variable components

Training hours

Other complementary benefits

Job summary

A global digital transformation consultancy is seeking an experienced Incident Manager to oversee incident management in Porto, Portugal. The candidate should have at least five years of relevant experience, a degree in IT, and strong skills in Advanced Excel, Power BI, and ITIL principles. This full-time role includes responsibilities such as coordinating with IT teams, managing escalations, and analyzing incident trends. The position offers valuable health insurance and meal allowance, with opportunities for professional growth.

Qualifications

• At least 5 years of experience in a similar role.
• Proven experience in Advanced Excel and Power BI.
• Strong understanding of ITIL principles and practices.
• Strong understanding of ITIL principles and practices.
• Proven problem-solving abilities and the capacity to work under pressure.
• Familiarity with incident management tools like ServiceNow; ITIL certification is a plus.
• Good level of English (B2).

Responsibilities

• Oversee the entire incident management process.
• Coordinate with IT teams and analyze incident trends.
• Deliver training and conduct post-incident reviews.
• Promote ITIL compliance and drive continuous improvement within the incident management function.

Skills

Advanced Excel

Power BI

Problem-solving

ITIL knowledge

English (B2)

Education

Degree in information technology or similar field

Tools

ServiceNow

Job description

Direct message the job poster from act digital

act digital is a global digital transformation consulting group. We have more than 5.000 employees worldwide, with offices in Brazil, the United States, Canada, France, Portugal, Germany, Poland, Spain, Belgium, Luxembourg, Morocco and Serbia.

We support the world's largest groups across the entire digital product development lifecycle: from digital design to growth and scaling strategies, through software engineering, architecture definition, data engineering and data science solutions. We focus on accelerating the digital transformation of global leaders in their industry.

Our group has experienced annual growth of more than 30% for 10 years.

About the Position:

To support and respond to our needs, we are now looking for an Incident Manager to join a dynamic team in the Porto/Lisbon area, under a hybrid arrangement. The IT Incident Manager oversees the full lifecycle of all incidents within the organisation, ensuring timely resolution and minimising service disruptions. The role includes coordinating with multiple IT teams, maintaining effective communication with stakeholders, and applying best practices to strengthen the incident management process.

Responsible for overseeing the entire incident management process, ensuring incidents are efficiently handled, communicated and resolved. The role involves coordinating with IT teams, analysing incident trends, preparing reports, maintaining documentation, delivering training, conducting post-incident reviews, ensuring ITIL compliance, managing escalations, and promoting continuous improvement within the incident management function.

What we are looking for?

• At least 5 years of experience in a similar role;
• Degree in information technology, or a similar field;
• Proven experienced in Advanced Excel and Power BI;
• Strong understanding of ITIL principles and practices;
• Proven problem‑solving skills and the ability to work under pressure;
• Familiarity with incident management tools and software like ServiceNow;
• ITIL certification is a plus;
• Good level of English (B2).
• Health insurance;
• Meal allowance card;
• Variable components;
• Training hours;
• Other complementary benefits.

Join us and grow in a place where your talent is valued, your effort is recognised, and your future truly matters.

Seniority level

• Director

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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