Incident Management And Major Incidents

Location: Hybrid in Lisbon, Portugal

Salary: €28,000–€52,000 per year

Company

IT consulting partner with 18 years of experience, delivering technology advisory and client-focused IT services through an agile and people-centered approach.

What you will do

• Coordinate incidents and critical incidents from detection through closure.
• Manage priorities, mobilize technical teams, and maintain clear communication with technical and business stakeholders.
• Track SLAs, KPIs, corrective actions, and incident resolution progress.
• Facilitate war rooms and coordinate a small operational team during high-pressure situations.
• Analyze incident trends and recurrences to identify improvement opportunities.
• Improve processes, procedures, reports, communication models, and escalation mechanisms.

Requirements

• 4+ years of professional experience.
• Experience in incident management and critical incident coordination.
• Knowledge of ITIL and IT service management practices.
• Experience managing SLAs and KPIs and monitoring actions through incident closure.
• Knowledge of the integration between incident, problem, release, change, event management, and service desk practices.
• Ability to coordinate an operational team and manage priorities in a high-pressure environment.

Culture & Benefits

• No-term full-time employment contract.
• Health insurance and 22 days of paid vacation.
• Four additional annual days for Carnival, Christmas Eve, New Year's Eve, and birthdays.
• Meal allowance on a Coverflex card, flexible options, and special discounts.
• Annual training budget and opportunities to work on challenging projects.
• Team-oriented culture within a growing international organization.