Major Incident Manager (Insurance)

TL;DR

Major Incident Manager (Insurance): Coordinating the resolution of critical IT incidents within enterprise environments with an accent on stakeholder communication and cross-functional team leadership. Focus on reducing MTTR, performing Root Cause Analysis, and ensuring strict adherence to SLA targets.

Location: Hybrid in Lisbon, Portugal

Salary: €28,000–€52,000 per year

Company

A specialized IT consulting partner with 18 years of experience helping clients make strategic decisions in fast-moving markets.

What you will do

• Lead incident investigation calls, technical bridges, and stakeholder communications during critical outages.
• Coordinate cross-functional teams and third-party vendors to restore services efficiently.
• Assess business impact and prioritize service restoration activities.
• Coordinate problem management meetings and define corrective action plans.
• Produce comprehensive major incident reports and post-incident reviews.
• Maintain ITSM tools and manage incident/problem management dashboards.

Requirements

• 5+ years of experience in IT Service Management or IT Support.
• Strong experience managing Major Incidents in enterprise environments.
• Deep knowledge of Incident Management, Problem Management, and Root Cause Analysis (RCA).
• ITIL Certification and strong understanding of ITIL best practices.
• Strong understanding of IT infrastructure, networks, and application dependencies.
• Must be based in or able to work hybridly in Lisbon, Portugal.

Culture & Benefits

• Permanent no-term full-time contract.
• Health insurance and meal allowance provided via Coverflex.
• 26 days of paid annual leave (including 22 standard days plus 4 additional days).
• Annual training budget to support professional growth.
• Referral bonuses and special flex options.
• A team-oriented culture within a dynamically growing international company.