Senior Service Support Engineer

TL;DR

Senior Service Support Engineer: Overseeing and managing IT service support functions, ensuring effective delivery of IT services, and coordinating with stakeholders with an accent on process automation, incident/problem management, and service integration. Focus on leading major incident calls, monitoring SLAs, and continuous improvement of IT processes.

Location: Porto, Portugal

Company

hirify.global is an international technology group with 13,000 employees at over 100 locations worldwide, delivering products, solutions, and services across Pharma, Supply Chain, and Technologies business areas.

What you will do

• Oversee IT service desk operations and manage KPIs for incident and service request resolution.
• Lead incident, problem, and major incident management processes.
• Coordinate and manage changes to the IT environment, ensuring minimal disruption.
• Monitor and report on Service Level Agreements (SLAs) to meet or exceed standards.
• Maintain communication with stakeholders and conduct Service Review Meetings.
• Identify opportunities for continuous improvement and oversee new service integrations.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT service management or a related role.
• Strong knowledge of ITIL or other IT service management frameworks.
• Experience with IT service management tools such as ServiceNow.
• Leadership experience with a track record of managing and developing teams.
• Fluent in English.

Nice to have

• Experience in workflow and automation tooling.
• Certification in ITIL or other relevant IT service management certifications.

Culture & Benefits

• Value diversity and welcome all applicants regardless of protected status.
• Part of an international technology group with a common goal to shape technological change.
• Opportunity to turn entrepreneurial thinking into customer success.
• Work across Business Areas Pharma, Supply Chain, and Technologies.