Incident And Escalation Manager

1 semana atrás

Lisboa, Lisboa, Portugal Acronis Tempo inteiro

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on.

We are looking for a Incident and Escalation Manager who is ready to join our mission in creating a #CyberFit future
In this role you will function as an Incident and Escalation Manager for the Company's products and services. You will drive and supervise mitigation and resolution of high-impact and/or visibility incidents for the Company's partners and customers.

Along with the technical teams, you will build efficient problem solutions, will establish trusted communications with the incident stakeholders, and will deliver actionable root cause analysis to the leadership team.

Every member of our "A-Team" has an instrumental role and impact on the success of Acronis' innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment.

Just like everyone at Acronis, the ideal candidate will embody all of our company values:
responsive, alert, detail-oriented, makes decisions, and never gives up.
WHAT YOU'LL DO Supervise and coordinate Escalation Response Team activities during critical incidents (global incidents, executive escalations, large accounts at risk);Manage communications and activities on the escalated incidents from various internal stakeholders

Manage incident response lifecycle:
preparation, mitigation, and root cause analysis after complete resolution.
Facilitate weekly review of technical incidents and support volume drivers.
Provide incident tracking and analytics for the VIP accounts management program.

Report procedural inefficiency based on lessons learned and as a Customer Support liaison, work closely with Software Engineering, Data Center Operations, Product Management, and Customer Success departments to achieve optimal efficiency when working on the escalated incident.

Work on additional technical tasks and projects assigned by the department leadership.

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS) Fluent English (both oral and written, C1/Advanced as a minimum as a minimum).2+ years of experience working in a software vendor, MSP, and MSSP in an incident management or leadership role.

IT background with solid technology fundamentals knowledge (virtualization, cloud, network, operating systems, storage systems, cyber security).Project management practical experience or ITIL knowledge.

Great communication skills and customer focus.

Strong relationship-building skills (to be able to develop and maintain constructive relationships across departments and manages disagreements effectively).Ability to prioritize and switch between a variety of time-sensitive issues.

Passion for troubleshooting and ability to come up with efficient solutions for complex issues.
Mindset for process management and improvement, analytical and holistic approach for tackling the problems.
Decision-making skills and commitment to customer service excellence.

Would be considered plus if you have Additional language (German, Spanish, Portuguese, or French).*Please submit your resume and application in English WHO WE ARE Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution.

This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide.

Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
Acronis is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.

#LI-LD1

#J-18808-Ljbffr

  • Escalation Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Full Fabric Tempo inteiro

    Overview:We are seeking a highly skilled and experienced Escalation Manager to join our dynamic team. The Escalation Manager will act as the key liaison between our Customer Success Managers (CSMs) and the Engineering and Product teams. The primary responsibility of this role is to manage and resolve complex customer issues that require advanced technical...

  • Escalation Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal FULL FABRIC Tempo inteiro

    Overview We are seeking a highly skilled and experienced Escalation Manager to join our dynamic team. The Escalation Manager will act as the key liaison between our Customer Success Managers (CSMs) and the Engineering and Product teams. The primary responsibility of this role is to manage and resolve complex customer issues that require advanced technical...

  • Escalation Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Full Fabric Tempo inteiro

    Overview We are seeking a highly skilled and experienced Escalation Manager to join our dynamic team. The Escalation Manager will act as the key liaison between our Customer Success Managers (CSMs) and the Engineering and Product teams. The primary responsibility of this role is to manage and resolve complex customer issues that require advanced technical...

  • Support Escalation Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Noesis Tempo inteiro

    Support Escalation Manager - Lisbon/Hybrid Lisboa Published on July 24, 2023DescriptionMain Tasks and Responsibilities:Customer Resolution: Acts as a primary contact for moderate to highly complex (eg. longer running issues or more sensitive issues) escalation issues for customers. Collaborate with various internal and external teams to resolve customer...

  • Technical Incident Response Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Acronis Tempo inteiro

    Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for a Technical Incident Response Manager who is ready to join our mission in creating a #CyberFit futureIn this role you will...

  • Incident and Complaint Management

    1 semana atrás

    Lisboa, Lisboa, Portugal Winning Tempo inteiro

    At Winning Consulting we are looking for an Incident and Complaint Management to join the project of an important multinational company in the technology sector in Lisbon.Responsabilities: Monitor and improve the overall Incident and Complaint Management Performance in a multiprovider environment. Through reporting and analysis, pinpoint inconsistencies and...

  • Infrastructure And Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Aubay Portugal Tempo inteiro

    Emprego > Infrastructure and Incident Manager Your connection with Aubay starts in the following lines: Aubay Portugal is a multinational French company, in Portugal since 2007. We have offices in Lisbon and Oporto and we are a specialized consultant in Management, Implementation, Development and Maintenance of Information Systems. We have more than 150...

  • Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Tn Portugal Tempo inteiro

    Incident Manager (Client Delivery Run) Marvila, Lisboa Incident Manager (Client Delivery Run)Lisboa Lisboa, Lisboa, Portugal col-wideJob Description:AtAXIANSwe seek the right talent, for the right place. We work daily to involve our people in a collaborative and inclusive environment, with a culture of proximity. It is also part of our culture to care about...

  • Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal AxiansPT Tempo inteiro

    Incident Manager (Client Delivery Run) Lisboa Incident Manager (Client Delivery Run)Lisboa Lisbon, Lisbon, Portugal At AXIANS we seek the right talent, for the right place. We work daily to involve our people in a collaborative and inclusive environment, with a culture of proximity. It is also part of our culture to care about the environment and to carry...

  • Change & Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Eurofins Tempo inteiro

    Job Description In a nutshell As a Change & Incident Manager, you will handle change & incident management effectively by coordinating with global support teams to ensure service restoration/fix as soon as possible, while driving improvement in service availability. You will be chair of the change management board, and accountable for change...

  • Change & Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Eurofins Tempo inteiro

    Company Description**_Why are we here?_**Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins...

  • Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal SysMatch Tempo inteiro

    Incident Manager (M/F) - Lisbon - Bachelor's degree in computer science, information technology or related domains; Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process; Remediate deviation of a process for its particular division/department/school; Responsible for communicating with the...

  • Incident Manager

    Há 1 mês

    Lisboa, Lisboa, Portugal Neotalent Conclusion Tempo inteiro

    Who are we:Neotalent Conclusion is one of the leading Iberian specialists providing services in Information Technology and Engineering services. As part of the Netherlands-based organization Conclusion, which has an ecosystem of over 25 companies and 3,600 employees, we are focused on increasing the technological capacity of our clients and the digital...

  • Incident Manager

    3 semanas atrás

    Lisboa, Lisboa, Portugal Neotalent Conclusion Tempo inteiro

    Who are we:Neotalent Conclusion is one of the leading Iberian specialists providing services in Information Technology and Engineering services. As part of the Netherlands-based organization Conclusion, which has an ecosystem of over 25 companies and 3,600 employees, we are focused on increasing the technological capacity of our clients and the digital...

  • Sixt - Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Damia Group Tempo inteiro

    Sixt is recruiting an Incident Manager:About:They are a leading global mobility service provider with sales of €1.53 billion and around 7,000 employees worldwide. Their mobility platform ONE combines their products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (cab, driver and chauffeur services), SIXT+ (car subscription) and gives their...

  • Change & Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Eurofins Tempo inteiro

    Why are we here? Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the...

  • Change & Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Eurofins Tempo inteiro

    Why are we here? Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the...

  • Change & Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Eurofins Tempo inteiro

    Job DescriptionIn a nutshellAs a Change & Incident Manager, you will handle change & incident management effectively by coordinating with global support teams to ensure service restoration/fix as soon as possible, while driving improvement in service availability. You will be chair of the change management board, and accountable for change processes in line...

  • Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Tn Portugal Tempo inteiro

    Incident Manager (Client Delivery Run) Marvila, Lisboa Incident Manager (Client Delivery Run) Lisboa Lisboa, Lisboa, Portugal col-wideJob Description:AtAXIANSwe seek the right talent, for the right place. We work daily to involve our people in a collaborative and inclusive environment, with a culture of proximity. It is also part of our culture to care about...

  • Senior Incident Manager

    1 semana atrás

    Lisboa, Lisboa, Portugal Humana Portugal Tempo inteiro

    ABOUT BEDROCK What if you could help major media companies compete with streaming giants?At Bedrock, that's what we do. We're a European company, founded by M6 and Bertelsmann / RTL Group that shapes the standards of streaming tech in Europe.We build and power leading video streaming platforms for some of Europe's biggest SVOD/AVOD players (6play, Videoland,...