Incident Manager

2 semanas atrás


Lisboa, Portugal Noesis Tempo inteiro

**Description**:
**Principais Tarefas e Responsabilidades**:

- Monitorizar diariamente todos os incidentes/alterações e problemas para garantir que são respondidos dentro dos SLAs acordados pelos clientes.
- Responsabilidade de envolvimento das equipas técnicas e priorização dos incidentes que estão a afetar os SLA
- Capacidade de trabalhar e monitorizar os incidentes em múltiplas ferramentas ITSM
- Supervisão do processo de gestão de incidentes e dos membros da equipa envolvidos na resolução do incidente.
- Dar prioridade aos incidentes de acordo com a sua urgência e os SLAs do cliente
- Registar todos os incidentes e a sua resolução para verificar se existem avarias recorrentes.
- Ajustar o processo de gestão de incidentes conforme necessário para garantir a sua eficácia.
- Comunicar com a gestão superior se forem detectados problemas importantes

**Requisitos**:

- Experiência anterior em gestão de incidentes ou numa função relacionada;
- Conhecimento sólido dos acordos de nível de serviço (SLA) e capacidade para garantir o cumprimento dos SLA dos clientes;
- Conhecimentos técnicos suficientes para identificar a causa principal dos incidentes e garantir o seu tratamento correto;
- Conhecimentos sólidos dos processos de gestão de incidentes, incluindo a capacidade de os otimizar e melhorar, se necessário;
- Manter registos detalhados de todos os incidentes, resoluções e medidas tomadas;
- As certificações de gestão de serviços de IT, como a ITIL (Information Technology Infrastructure Library), podem ser uma vantagem.

**Join us. Let’s innovate together**
- Anúncio criado ao abrigo da Lei n º 4 / 2019, de 10 de Janeiro

**Requirements**:


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