Major Incident Manager

Description

Summary: Join Wire IT as a Major Incident Manager, leveraging your expertise to lead incident investigation, coordinate teams, and ensure service restoration in a people-centered and agile environment. Highlights: 1. Lead incident investigation calls and stakeholder communications. 2. Coordinate cross-functional teams and third-party vendors. 3. Challenging projects with opportunities for growth and learning. Based in Portugal, Wire IT is your specialized IT consulting partner with 18 years of experience driven by an experienced and senior team that helps clients make the right decisions in a fast\-moving market. Wire IT's ambition is to grow while keeping true to its nature: agile, people\-centered, and fun. As we like to say: It's not only what we do, it's how we manage that truly make the difference.. If you're looking for more than just a job \- if you're looking for a place where you can truly make a difference \- you might be the next person to join WIRE IT. **Role:** Major Incident Manager **Location:** Lisbon,Hybrid **Required skills:** * 5\+ years of experience in IT Service Management or IT Support * Strong experience managing Major Incidents in enterprise environments * Experience leading incident investigation calls, technical bridges and stakeholder communications * Proven ability to coordinate cross\-functional teams and third\-party vendors during critical incidents * Strong knowledge of Incident Management, Problem Management and Root Cause Analysis (RCA) * Experience ensuring SLA and MTTR targets are achieved * Ability to coordinate problem management meetings and define corrective action plans * Experience producing major incident reports and post\-incident reviews * Strong understanding of IT infrastructure, networks and application dependencies * Ability to assess business impact and prioritize service restoration activities * Experience using ITSM tools and maintaining incident/problem management dashboards * Knowledge of ITIL best practices and processes * ITIL Certification * Excellent communication, coordination and stakeholder management skills * Strong analytical mindset and problem\-solving abilities **We offer:** * No\-term full\-time contract; * Health Insurance; * 22 days of paid vacation; * 4 extra days annually (Carnival, Christmas Eve, New Year's Eve, Birthday); * Meal Allowance on card (Coverflex); * Referral Bonus; * Special discounts and flex options; * Training annual budget; * A great team\-oriented culture; * Chance to become a part of a dynamically growing international company; * Challenging projects giving the unique opportunity to grow and learn. Following the EU General Data Protection Regulation No. 2016/679, we inform you that by responding to this announcement, you consent to the use of your data by Wire IT, for as long as necessary. In case of doubt or request for elimination of your personal data, please send an email to info@wireit.pt