IT Service Management Incident Manager

bolttech; Porto; Presencial; EUR 45 000 - 65 000; Tempo integral

Resumo da oferta

bolttech is seeking an experienced Incident Management professional to coordinate end-to-end ITSM activities across its European operations. You will own restoration efforts, lead bridge calls, and ensure timely communication with stakeholders during critical incidents.

The role requires strong ITIL knowledge, 3+ years in ITSM, and fluency in Portuguese and English, with the ability to work outside regular hours when needed.

Qualificações

• Bachelor's Degree in Information Technology, Computer Science or related discipline.
• Minimum 3 years of experience in IT Service Management, Service Operations or Technical Support.
• Minimum 2 years of experience in Incident Management.
• Strong knowledge of ITIL processes, especially Incident, Problem and Change Management.
• Experience with FreshService, ServiceNow, Jira or comparable ITSM platforms.
• Experience coordinating technical and business stakeholders during critical incidents.
• Strong reporting and presentation skills.
• Excellent verbal and written Portuguese and English communication skills.
• Strong documentation and process management skills.
• Ability to work outside regular hours during critical incidents when required.

Responsabilidades

• Own and coordinate the end-to-end Incident Management process.
• Drive restoration of services during incidents.
• Lead incident bridge calls and coordinate cross-functional teams.
• Act as the primary point of contact for business-critical incidents.
• Manage escalations across Infrastructure, Applications, Engineering, Vendors and Business teams.
• Ensure timely and accurate communication to stakeholders during incidents.
• Monitor incident queues, backlog, SLA compliance, MTTR and ticket aging.
• Conduct incident reviews and coordinate Root Cause Analysis (RCA).
• Drive corrective and preventive action plans following major incidents.
• Support implementation and continuous improvement of ITIL Incident Management practices.
• Produce operational reports, KPI dashboards and management updates.
• Support Hypercare and operational readiness activities for new partner and product launches.

Conhecimentos

Incident Management

ITIL Processes

Stakeholder Communication

Reporting & Dashboards

Portuguese-English Communication

Formação académica

Bachelor's Degree in IT/CS

Ferramentas

FreshService

ServiceNow

Jira

Descrição da oferta de emprego

bolttech is an international insurtech with a mission to build the world's leading, technology-enabled ecosystem for protection and insurance. With a full suite of digital and data-driven capabilities, bolttech powers connections between insurers, distributors, and customers to make it easier and more efficient to buy and sell insurance and protection products.

A part of Pacific Century Group, bolttech serves customers in multiple markets across North America, Asia and Europe.

In this position you will...

Coordinate incident management activities across bolttech's European operations, ensuring timely restoration of services, effective stakeholder communication, and continuous improvement of ITSM processes. You will serve as the primary operational lead for major incidents and act as the bridge between Technology teams, business stakeholders, partners, and service providers. The role reports directly to the IT Service Management and Client Experience Lead.

You will be responsible for...

• Owning and coordinating the end-to-end Incident Management process.
• Driving restoration of services during incidents.
• Leading incident bridge calls and coordinating cross-functional technical teams.
• Acting as the primary point of contact for business-critical incidents.
• Managing escalations across Infrastructure, Applications, Engineering, Vendors and Business teams.
• Ensuring timely and accurate communication to stakeholders during incidents.
• Monitoring incident queues, backlog, SLA compliance, MTTR and ticket aging.
• Conducting incident reviews and coordinating Root Cause Analysis (RCA) activities.
• Driving corrective and preventive action plans following major incidents.
• Supporting implementation and continuous improvement of ITIL Incident Management practices.
• Producing operational reports, KPI dashboards and management updates.
• Supporting Hypercare and operational readiness activities for new partner and product launches.
• Collaborating closely with the IT Service Management and Client Experience Lead on service improvement initiatives.
• Acting as an administrator and power user of FreshService and related ITSM platforms.

To be successful you will require the following competencies & skills

...we expect you to be able to demonstrate the following key competencies and skills:

• Bachelor's Degree in Information Technology, Computer Science or related discipline.
• Minimum 3 years of experience in IT Service Management, Service Operations or Technical Support.
• Minimum 2 years of experience in Incident Management or Incident Management.
• Strong knowledge of ITIL processes, especially Incident, Problem and Change Management.
• Experience with FreshService, ServiceNow, Jira or comparable ITSM platforms.
• Experience coordinating technical and business stakeholders during critical incidents.
• Strong reporting and presentation skills.
• Excellent verbal and written Portuguese and English communication skills.
• Strong documentation and process management skills.
• Ability to work outside regular hours during critical incidents when required.

Diversity and Inclusion

At bolttech, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone's different, we're also flexible in the ways we work, so each person can bring their best efforts every day.