Senior Major Incident Leader

Softlanding; Portugal; Hybrid; EUR 40,000 - 56,000; Full time

Job summary

Softlanding is seeking an accomplished IT Service Management professional to lead major incident investigations and coordinate resolution efforts across teams. The role emphasizes timely outage closure, effective communication with management and customers, and rigorous problem management to prevent recurrence.

You will produce detailed incident reports, oversee root-cause analyses, and drive process improvements within the ITIL framework, including collaboration with internal and external

Qualifications

• Must have 5+ years in IT service management or IT support.
• Ability to quickly analyze IT infrastructure, network and application dependencies.
• Strong initiative to restore services ASAP with hands-on mindset.
• Excellent communication to assist resolving teams in root cause analysis and resolution.
• Ability to estimate impact of service interruptions and consequences of problems.

Responsibilities

• Lead, drive, facilitate and chair investigation activities, meetings and conference calls.
• Ensure outage closure via workaround or permanent fix within SLA/MTTR.
• Coordinate with third parties and manage resources to resolve incidents.
• Facilitate incident resolution calls and communicate regularly with management.
• Write reports on major incidents with technical details and improvement steps.

Skills

Incident management

Communication skills

Analytical thinking

Stakeholder management

Education

ITIL certification or equivalent

Job description

Softlanding is seeking an accomplished IT Service Management professional to lead major incident investigations and coordinate resolution efforts across teams. The role emphasizes timely outage closure, effective communication with management and customers, and rigorous problem management to prevent recurrence.

You will produce detailed incident reports, oversee root-cause analyses, and drive process improvements within the ITIL framework, including collaboration with internal and external