Senior Service Support Engineer

TL;DR

Senior Service Support Engineer: Overseeing and managing IT service support functions within the domain, ensuring the effective delivery of IT services. Focus on incident and problem management processes, ensuring incidents are resolved promptly and root causes are addressed.

Location: Porto, PT

Company

hirify.global is an international technology group with around 13,000 employees at over 100 locations worldwide.

What you will do

• Oversee KPIs and day-to-day operations of the IT service desk, ensuring timely and effective resolution of incidents and service requests.
• Manage the incident and problem management processes, ensuring that incidents are resolved promptly, and root causes are identified and addressed.
• Coordinate and manage changes to the IT environment, ensuring minimal disruption to services and adherence to change management policies.
• Monitor and report on service level agreements (SLAs), ensuring that service delivery meets or exceeds agreed-upon standards.
• Maintain regular communication with stakeholders, including business units, IT teams, and external vendors.
• Create and improve IT processes to enhance efficiency and effectiveness within the organization.

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.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Fluent in English.

Nice to have

• Experience with IT service management tools such as ServiceNow.
• 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 gender, nationality, ethnic or social origin, religion/belief, disability, age, sexual orientation and identity, and any other protected status.