MAJOR INCIDENT MANAGER | INSURANCE (HYBRID)

iTRTech Group; Lisboa; Híbrido; EUR 26 784 - 30 132; Tempo integral

Resumo da oferta

iTRTech Group is seeking a Senior Major Incident Manager to lead end-to-end coordination of critical incidents in a hybrid Lisbon setting. You will restore services rapidly, collaborate with technical teams, vendors, and business stakeholders, and drive improvements through post-incident reviews.

The role requires at least 5 years in ITSM or Major Incident Management, ITIL certification, and strong communication skills in English (B2 level).

Qualificações

• Minimum 5 years of experience in IT Service Management or Major Incident Management.
• Strong understanding of enterprise IT infrastructure, networks, applications, and system dependencies.
• Experience coordinating high-severity incidents in complex environments.
• ITIL Certification.
• English proficiency at B2 level or higher.

Responsabilidades

• Lead major IT incident resolution from identification to service restoration.
• Facilitate incident bridges, investigation meetings, and conference calls with teams and stakeholders.
• Ensure incidents meet SLA and MTTR targets.
• Coordinate internal teams and third-party vendors for incident resolution.
• Communicate incident status and business impact to management and stakeholders.
• Prepare post-incident reports with findings and recommendations.
• Maintain incident, problem, and QoS reporting.
• Participate in Problem Review Advisory Board meetings.
• Support continuous improvement across ITSM processes.

Conhecimentos

ITSM

Incident coordination

Root Cause Analysis

Stakeholder management

English B2

Ferramentas

ServiceNow

BMC Remedy

Descrição da oferta de emprego

Major Incident Manager | Insurance (Hybrid Lisbon)

Portuguese company hires for a hybrid position.

Location: Lisbon, Portugal (Moscavide)

Only candidates already based in Portugal will be considered.

Work Model: Hybrid – 2 days per week on-site.

Language Requirements: English – B2 or higher (mandatory).

Seniority: Senior (5+ years).

Sector: Insurance.

Rate: €2400 – €2700 RV.

About The Opportunity

Join a dynamic IT Operations team responsible for managing high‑impact incidents across a complex enterprise environment.

As a Major Incident Manager, you will lead the end‑to‑end coordination of critical incidents, ensuring rapid service restoration while collaborating with technical teams, third‑party providers, and business stakeholders. You will play a key role in minimizing business impact, improving operational resilience, and driving continuous improvement through problem management and post‑incident reviews.

This position is ideal for professionals who combine strong technical understanding with exceptional communication, leadership, and decision‑making skills.

Key Responsibilities

• Lead and coordinate the resolution of major IT incidents from identification through service restoration.
• Facilitate incident bridges, investigation meetings, and conference calls involving technical teams and stakeholders.
• Ensure incidents are resolved within agreed SLA and MTTR targets.
• Coordinate internal teams and third‑party vendors to drive efficient incident resolution.
• Communicate incident status and business impact to management and relevant stakeholders.
• Prepare detailed post‑incident reports, including technical findings and improvement recommendations.
• Ensure compliance with Major Incident Management processes and governance.
• Coordinate root cause analysis and Problem Management activities.
• Organize follow‑up meetings to define preventive actions and ensure completion of corrective measures.
• Participate in Problem Review Advisory Board (PRAB) meetings.
• Maintain accurate incident, problem, and Quality of Service (QoS) reporting.
• Contribute to continuous improvement initiatives across IT Service Management processes.

Mandatory Requirements

• Minimum 5 years of experience in IT Service Management, Major Incident Management, or IT Support.
• Strong understanding of enterprise IT infrastructure, networks, applications, and system dependencies.
• Experience coordinating high‑severity incidents in complex environments.
• ITIL Certification.
• Excellent incident coordination and stakeholder management skills.
• Strong analytical and problem‑solving abilities.
• Experience performing or coordinating Root Cause Analysis (RCA).
• Knowledge of SLA, MTTR, and IT Service Management best practices.
• Excellent communication and presentation skills.
• Ability to work effectively under pressure and manage critical situations.
• English proficiency at B2 level or higher.

Nice to Have

• Experience within the Insurance, Banking, or Financial Services sectors.
• Knowledge of Problem Management methodologies.
• Experience working with multinational teams.
• Familiarity with ITSM platforms such as ServiceNow, BMC Remedy, or similar.
• Experience managing third‑party service providers.
• Continuous Service Improvement (CSI) experience.

Ideal Candidate Profile

You are a calm, organized, and proactive IT professional who excels under pressure and enjoys leading complex technical situations. You have a strong understanding of enterprise IT environments and can confidently coordinate multiple teams while keeping stakeholders informed throughout critical incidents.

Your communication skills, leadership, and ability to make informed decisions allow you to restore services efficiently while identifying opportunities to improve operational resilience and prevent future incidents.

If you are passionate about service excellence, collaboration, and continuous improvement, this is an outstanding opportunity to grow your career.

Candidate Self‑Assessment

• Do you have 5 or more years of experience in IT Service Management or Major Incident Management?
• Are you ITIL Certified?
• Have you coordinated high‑priority or business‑critical incidents?
• Do you understand IT infrastructure, applications, and network dependencies?
• Can you lead technical bridge calls involving multiple teams and vendors?
• Are you experienced in Root Cause Analysis and Problem Management?
• Do you understand SLA and MTTR management?
• Are you comfortable communicating with senior management during critical incidents?
• Can you remain calm and make decisions under pressure?
• Is your English level B2 or higher?
• Are you available to work in a hybrid model in Lisbon?

If you answered yes to most of these questions, we'd love to hear from you!

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