Senior IT Service & Incident Command Leader

GRiT Solutions; Lisboa; Presencial; EUR 55 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Continuous Training

Competitive Compensation

Performance Pay

Resumo da oferta

GRiT Solutions in Portugal is seeking an experienced Incident Manager to join our operations team in Lisbon. You will coordinate major incidents end-to-end, lead war rooms and drive rapid restoration in critical environments.

The role requires 6+ years in IT Service Management, ITIL v3/v4, and hands-on use of ServiceNow, Remedy or Jira Service Management. Fluent English (B2+) is essential.

Qualificações

• At least 6 years in IT Service Management, with 3+ years in Incident/Major Incident Management.
• Experience coordinating Major Incidents end-to-end, leading war rooms and resolving incidents under pressure.
• ITIL v3/v4 knowledge with ITIL Foundation certification (mandatory).
• Hands-on ITSM experience with Incident, Problem, Change, Release and SLA/KPI management.
• Ability to define, monitor and report SLAs and KPIs for service quality.
• Coordinate cross-functional technical teams and manage priorities in high-pressure environments.
• Strong stakeholder management and clear communication with technical and business audiences.
• Experience performing Root Cause Analysis and driving improvements via Problem Management.
• Hands-on with ITSM tools such as ServiceNow, Remedy, Jira Service Management.
• Fluency in English (minimum B2).

Conhecimentos

ITSM

Incident Mgmt

Major Incident

ITIL v3/v4

ServiceNow

Remedy

Jira Service Mgmt

SLA/KPI

Stakeholder Mgmt

RCA

War Rooms

English

Ferramentas

ServiceNow

Remedy

Jira Service Mgmt

Descrição da oferta de emprego

GRiT Solutions in Portugal is seeking an experienced Incident Manager to join our operations team in Lisbon. You will coordinate major incidents end-to-end, lead war rooms and drive rapid restoration in critical environments.

The role requires 6+ years in IT Service Management, ITIL v3/v4, and hands-on use of ServiceNow, Remedy or Jira Service Management. Fluent English (B2+) is essential.