IT Service Management (ITSM) Incident Manager

LUZA Group; Lisboa; Presencial; EUR 50 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work

Equipment provided

Benefits plan

Salary based on experience

Resumo da oferta

Syffer is a global consulting partner seeking a Senior Incident Manager to own the end-to-end lifecycle of incidents and major incidents, ensuring timely resolution in line with SLAs. You will lead war rooms and coordinate cross-functional technical teams.

You will monitor SLAs, KPIs, and operational metrics, perform incident analysis, and drive continuous improvement in ITIL practices. Strong leadership, communication, and collaboration with business stakeholders are essential.

Qualificações

• Senior Consultant with proven incident management experience.
• Strong knowledge of ITIL and ITSM best practices.
• Experience coordinating critical incidents and cross-functional teams.
• Excellent stakeholder management and analytical skills.

Responsabilidades

• Manage the end-to-end lifecycle of incidents and major incidents, ensuring timely resolution in line with agreed service levels.
• Lead and facilitate war rooms, engaging cross-functional technical teams and ensuring clear, effective communication with both technical and business stakeholders.
• Monitor and manage SLAs, KPIs, and operational metrics, tracking incidents through to successful closure.
• Perform ongoing incident analysis to identify trends, recurring issues, and opportunities for service improvement.
• Collaborate closely with other ITIL practices, including Problem Management, Change Management, Release Management, Event Management, and Service Desk teams.
• Coordinate a small operational team, setting priorities and ensuring effective response in high-pressure environments.
• Contribute to the continuous improvement of processes, procedures, communication frameworks, reporting, and escalation mechanisms.

Conhecimentos

Incident Management

Major Incident Management

ITIL/ITSM

Stakeholder communication

Leadership

Descrição da oferta de emprego

Syffer is an all-inclusive consulting company focused on talent, tech and innovation. We exist to elevate companies and humans all around the world, making change, from the inside to the outside.

We believe that technology + human kindness positively impacts every community around the world. Our approach is simple, we see a world without borders, and believe in equal opportunities. We are guided by our core principles of spreading positivity, good energy and promote equality and care for others.

Our hiring process is unique! People are selected by their value, education, talent and personality. We dont present ethnicity, religion, national origin, age, gender, sexual orientation or identity.

Its time to burst the bubble, and we will do it together!

What You'll do:

• Manage the end-to-end lifecycle of incidents and major incidents, ensuring timely resolution in line with agreed service levels.
• Lead and facilitate war rooms, engaging cross-functional technical teams and ensuring clear, effective communication with both technical and business stakeholders.
• Monitor and manage SLAs, KPIs, and operational metrics, tracking incidents through to successful closure.
• Perform ongoing incident analysis to identify trends, recurring issues, and opportunities for service improvement.
• Collaborate closely with other ITIL practices, including Problem Management, Change Management, Release Management, Event Management, and Service Desk teams.
• Coordinate a small operational team, setting priorities and ensuring effective response in high-pressure environments.
• Contribute to the continuous improvement of processes, procedures, communication frameworks, reporting, and escalation mechanisms.

Who You Are:

• Senior Consultant with proven experience in Incident Management and Major Incident Management.
• Strong knowledge of ITIL and IT Service Management (ITSM) best practices.
• Experienced in coordinating critical incidents, managing priorities, and engaging multidisciplinary technical teams.
• Strong analytical skills with the ability to identify patterns, trends, and recurring incident causes.
• Experienced in managing SLAs, KPIs, and operational reporting.
• Demonstrated leadership and team coordination skills in fast-paced and demanding environments.
• Excellent communication and stakeholder management skills, with the ability to interact effectively with both technical and business audiences.
• Proactive, service-oriented, and committed to continuous improvement and operational excellence.

What you’ll get:

• Wage according to candidate's professional experience;
• Remote Work whenever possible;
• Delivery of work equipment adjusted to the performance of functions;
• Benefits plan;
• And others.

Work together with expert teams on projects of large magnitude and intensity, long term together with our clients, all leaders in their industries.

Are you ready to step into a diverse and inclusive world with us?

Together we will promote uniquess!