Summary: This role involves establishing and enforcing ITIL-based governance for incident, problem, and change management to drive efficiency and continuous improvement within a NOC. Highlights: 1. Lead major incident management and structured root cause analysis 2. Define and enforce ITIL-aligned processes and governance frameworks 3. Drive continuous service improvement initiatives **Your Mission** Establish and enforce ITIL\-based governance to ensure structured incident, problem, and change management. Drive root cause analysis, reduce recurring issues, and improve operational efficiency. Enable data\-driven decision\-making, ensure compliance with SLAs, and support continuous improvement initiatives to build a scalable, mature, and high\-performing NOC operating model. **Your profile** * Bachelor’s degree in IT, Engineering, or related field. * ITIL v3/v4 certification (mandatory). * 8\+ years of experience in Service Management, NOC, or IT operations. * Strong experience in Incident, Problem, and Change Management processes. * Proven experience leading major incident management (war rooms, escalations). * Experience with ITSM tools (ServiceNow, Remedy, BMC). * Strong analytical skills for RCA and trend analysis. * Ability to define and enforce governance frameworks and KPIs. * Experience working in telco or large\-scale operations environments. * Excellent communication and stakeholder management skills. **Key Responsibilities** * Define and enforce Incident, Problem, and Change Management processes aligned with ITIL best practices. * Lead major incident management activities, including war\-room coordination and stakeholder communication. * Conduct structured Root Cause Analysis (RCA) for recurring issues. * Manage and maintain Known Error Database (KEDB). * Analyze incident trends to identify systemic issues and improvement opportunities. * Ensure proper prioritization, categorization, and resolution tracking of incidents. * Oversee change approval processes and risk assessment frameworks. * Coordinate cross\-functional teams to ensure adherence to governance processes. * Establish KPIs and metrics for service quality and operational performance. \[BRM\_Review...rvice (FP) \| PowerPoint] * Drive continuous service improvement (CSI) initiatives across NOC operations. * Ensure compliance with SLA/OLA targets and reporting requirements. * Provide training and coaching on ITIL practices to operational teams. Work Model: 100% remote. The role requires availability for business travel, including medium\-term assignments involving extended stays (up to 3 months) in Saudi Arabia. **What can you expect from us?** Mind\-blowing workplace culture. You will be integrated in a professional, dynamic and collaborative team. **100% Remote opportunities** We want you to have the flexibility to work where you feel most comfortable and productive. **International Career** * You can expect professional growth and to be connect with the world. * We are represented in Portugal, Belgium, Luxembourg, and Denmark. * And with projects in many other countries: Netherlands, Luxembourg, Singapore and in the United States of America (and a lot more is coming…) **Extra Benefits \& Perks** If you wish to work with us and you are outside European Union (good news…) we are a Tech Visa Company, We will help! **As a plus, we provide Health and Life Insurance.**
João Santos
Indeed · HR
João Santos
Indeed · HR
