Head of Incident Management

1 semana atrás

Porto, Porto, Portugal Generix Group Tempo inteiro

COMPANY OVERVIEW
Generix Group is a Collaborative Supply Chain, Saas Software and Omnichannel Sales expert.


Joining Generix Group is a guarantee of continuous improvement within a growing and dynamic company, where goodwill is our everyday life In a supportive environment, you can freely share and improve and skills and expertise.

Generix Group is growing along with its talents, so let's build our future together

Ready to join us the challenge of digital transformation of prestigious clients?

JOB DESCRIPTION


As Head of Incident Management, you will be responsible for leading the approach and implementation of the incident and crisis management frameworks in all Generix Business Units.


Furthermore, you will lead a team of one incident manager who support the business in managing operational incidents and one business data analyst who manage incident datas and KPIs.


You will work together with the Client Support managers in all Generix BUs, the managers of the Cloud department and with the managers of the R&D department.

You will also be in contact with several Generix clients.

MAIN RESPONSIBILITIES

  • Develop and own the strategy and the process for Generix ́s incident response and management, including crisis management process;
  • Partner closely with client support, engineering and ops teams to transform workflows and metrics and to ensure robust root cause analysis is undertaken through our Incident Report process ensuring management actions from post incident reviews are agreed and monitored through to completion to address all key risks and drive continuous improvement;
  • Collaborate to improve incident tooling, reliability and client communications;
  • Lead the Incident Management team with ability to either support the incident manager or take in charge major incidents or crisis with speed, crossfunctional collaboration and escalation;
  • Be the incident manager for a dedicated perimeter and be the SPOC for the main clients of the relevant perimeter;
  • Assess the requirements for resources, establish a training strategy for these resources, and monitor the development of their abilities;
  • Guarantee the generation of monthly userfacing metrics and data to support Generix in making informed decisions regarding incident response, reliability measures, and user communications, including Root Cause Analysis (RCA).

WHAT WE ARE LOOKING FOR

  • University degree preferably in management or engineering
  • At least 3 to 5 years' experience in IT support area and/or incident management
  • Evidence of strong competencies in team management
  • ITIL V4 Foundation certification at least
  • French mandatory
  • Ability to communicate fluently in English both verbally and in writing
  • Affinity for a fastpaced work environment, crafting rapid fixes to high intensity problems with a keen eye for detail and a high bar for quality,
  • Due to the nature of the role, you will need to be adaptable and be able to respond quickly and efficiently to unplanned activities.
  • Experience with managing userfacing communications during sensitive situations such as outages

WHAT WE OFFER

  • Attractive wages and benefits;
  • Good team spirit and collaborative environment (Centro Empresarial Lionesa).

Tipo de oferta:
Período Integral

Benefícios:

  • Cartão/Ticket refeição
  • Seguro saúde

Tipos de pagamento complementares:

  • Subsídio de Natal

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