Incident Manager

We are looking for an Incident Manager to join the new pool of Incident Management based in our Shared Services Center in Porto. The Incident Manager will be responsible for the effective implementation of the Incident Management Process in his/her assigned area and carry out the corresponding reporting.

MAIN RESPONSABILITIES

As a cross-department function, the main responsibilities of the Incident Manager will be to:

Incident management

- Audit the effectiveness of the incident management process, and formulate improvements if necessary;

- Control the correct handling of incidents by the support teams to ensure the restoration of the service as soon as possible;

- Prioritize incidents, arbitrate, escalate;

- Ensure regular exchanges with the support and technical department teams and customers;

- Monitor the indicators guaranteeing process performance (SLA achieve...