Incident Manager

2 meses atrás

Lisboa, Portugal LEROY MERLIN Portugal Tempo inteiro

**Como vai ser o teu dia-a-dia?**:

- O Incident Manager, internamente designado por Helpdesk Lead, deverá assegurar um acompanhamento próximo e eficaz da equipa, incentivando a qualidade do atendimento prestado e promovendo uma postura proativa e ambiciosa na resolução de incidentes e pedidos;
- Gerir a resposta, resolução e análise posterior dos incidentes, de maior impacto para garantir a identificação da causa, documentação da resolução e alterações necessárias para limitar o risco de ocorrências futuras;
- Estabelecer procedimentos de resolução, automatizando processos e propondo planos de ação de melhoria contínua com as várias equipas do departamento Digital Tech & Data;
- Garantir o reporting e acompanhamento semanal de indicadores, mantendo um alto nível de qualidade e eficiência nos serviços, maximizando a taxa e qualidade de fecho de pedidos em N1;
- Promover uma evolução constante da nossa Knowledge Base, garantindo a qualidade e eficiência dos seus artigos, bem como a sua adequação a casos passados e a riscos identificados.

**O que procuramos em ti?**:

- Experiência mínima 5 anos na função;
- Formação académica mínima ao nível da licenciatura;
- Experiência em ITIL e ferramentas de ITSM;
- Capacidade analítica e sentido critico;
- Facilidade de relacionamento interpessoal e trabalho em equipa;
- Boas capacidades de comunicação;
- Inglês fluente;
- Conhecimentos de Francês (plus).

**Quem somos nós?**:
Na LEROY MERLIN colocamos as pessoas no centro de todas as decisões. Somos uma empresa com uma visão _customer & human first_. Crescemos e aprendemos com o nosso ecossistema que junta colaboradores, clientes, parceiros e fornecedores para gerar impacto positivo em tudo o que fazemos.

Vivemos um espírito de equipa único que nos caracteriza nos mais de 20 países onde estamos presentes enquanto grupo ADEO. O ambiente é descontraído e informal, onde nos tratamos de igual para igual. Para nós, a Diversidade, Inclusão e Equidade, não são opção, são uma realidade. Sabemos que é a reconhecer, valorizar e a celebrar a diferença que agregamos mais valor junto dos nossos stakeholders.

Procuramos inovação, adaptamo-nos com facilidade, estamos em contacto permanente com ferramentas de trabalho colaborativas. Impulsionados por uma cultura agile e cada vez mais data driven, apostamos na autonomia e responsabilização através de uma política de trabalho flexível. Na LEROY MERLIN todos somos líderes, responsáveis pelo nosso próprio crescimento e aprendizagem.

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