Production Incident Manager

Description

Summary: As a Production Incident Manager, you will manage operational incidents to ensure the availability and stability of IT services by coordinating teams and processes. Highlights: 1. Operational management of production incidents 2. Technical team coordination and crisis management 3. Continuous process improvement and service quality **Every moment counts—especially those you experience fully. Welcome to Consort Group.** For over 30 years, Consort Group has supported businesses in maximizing the value of their data and infrastructure. The group relies on two major entities—Consortis and Consortia—and places people and social responsibility at the heart of its values. **Meet your future team** Established in 2021, Consort Portugal supports its clients’ strategic outsourcing decisions—particularly in Europe—by bringing its infrastructure services expertise to the Portuguese market. With a team of approximately 45 professionals, our Service Center based in Porto delivers dynamic nearshore services, offering French and European markets an environment of excellence, innovation, and strong growth potential. **Production Incident Manager** **This is your mission** As a Production Incident Manager, you will be responsible for the operational management of production incidents to ensure the availability and stability of IT services. Your key responsibilities will include: * End-to-end leadership of production and infrastructure incidents * Coordination of technical teams and crisis response units during major incidents * Ensuring SLA compliance and maintaining clear communication with stakeholders * Organizing and facilitating incident review and Problem Management meetings * Participating in root cause analyses (RCA) and continuous improvement initiatives * Producing and monitoring performance indicators (KPIs), dashboards, and reports * Contributing to the enhancement of ITSM processes and service quality **This is your expertise:** * Minimum **2 years’ experience** as an Incident Manager, Production Support specialist, or in a similar role * Solid experience managing incidents in critical production environments * Strong knowledge of **Incident Management**, **Problem Management**, and **Service Management** processes * ITIL v4 (certification preferred) * Major Incident Management * SLA and KPI monitoring * ITSM tools (ServiceNow, Remedy, Jira Service Management, or equivalent) * Reporting and dashboarding * Good understanding of IT infrastructure and production environments **This is how you work as part of a team:** * Excellent communication, coordination, and prioritization skills * Team-oriented mindset and customer focus * Experience in international environments is appreciated **This is our commitment** At Consort Group, you are an expert we support so that every assignment becomes a meaningful milestone. * A thoughtful, human-centered onboarding process * Genuine managerial proximity * Continuous, accessible training opportunities * Concrete commitments: inclusion, equality, solidarity * A comprehensive HR package: health insurance, transit card (TR), CSE benefits, and supplementary insurance * A culture rooted in feedback and purpose-driven projects **It’s clear** The recruitment process: * An initial phone screening with our recruitment team * An HR interview * A technical test or discussion with one of our experts * A final meeting with your future manager or mission lead * And if it’s a mutual fit—we begin together **Good to know** Location: Porto Remote work: **Hybrid** Salary: From **€25,000** to **€35,000** *(based on experience)* gross per year Professional field: **IT Service Management / Production Support** **What you’ll do here, you won’t do anywhere else.** **This moment belongs to you.**