Current vacancies

Current Vacancies

ROLE PROFILE

Role title

Incident Manager

Bonus Plan

 

Business Unit/Team

Service Management 

Location

 Oeiras, Portugal

Salary guideline

 

Team Size

 

Manager

Service Management  Manager

 

 

 

Main Purpose of the Role

Incident managers will be responsible to follow all major incidents and the continuous improvement around the respective processes and policies that support these.  They will be part of the Service Management team, working very closely with all technical support teams to drive early detection and resolution of incidents and lead improvement initiatives.

 

Key Responsibilities

  • Manage Major Service Impacting incidents for both B2B and B2C Truphone customers, coordinate/facilitate/drive service restoration with relevant internal resolver groups (Subject Matter Experts) and partners (internal and external) to exceed operational/business SLAs and OLAs.
  •  Keep up to date with and review/challenge the service continuity and disaster recovery plans, being ready to invoke them when necessary.
  • Provide ongoing status communication through the life cycle of the incident, detailing customer impact (from critical applications and services).
  • Trigger supplier escalation processes
  • Drive post-incident review groups, under scope of Truphone Root Cause Analysis process (continual service improvement), including creating and updating related documentation, following up on improvement recommendations, regular performance tracking and reporting.
  • Conduct awareness campaigns and training on the Problem Management Process and supporting Policies.
  • Work with process owners to ensure that processes are adopted, implemented, and adhered to.
  • Address, coordinate and complete Incident and problem escalations.
  • Work on improving knowledge management

 

You are expected to have

  • Strong English written and verbal skills
  • Two or more years of relevant work experience managing technology incidents
  • High passion for customer satisfaction Become the biggest customer advocate
  • Excellent problem solving, negotiation, and decision making skills in a global, dynamic, fast-paced environment
  • Ability to drive suppliers into providing the most relevant support to Truphone.
  • Curious and inquisitive thinking process
  • Ability to break down complex problem statements and understand the possible dependencies.
  • High sense of commitment towards continuous improvement
  • Ability to handle open and effective communication against time pressure
  • High availability (on call duties with the requirement of short response time).

 



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