Incident Management
3 semanas atrás
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 & MISSIONS**
We are looking for an Incident Manager to join the new pool of Incident Management based in our Shared Services Center in Porto.
The Incident Manager will be **responsible for the effective implementation of the Incident Management Process in his/her assigned area and carry out the corresponding reporting**.
As a cross-department function, the main responsibilities of the Incident Manager will be to:
**Incident management**
- Audit the effectiveness of the incident management process, and formulate improvements if necessary
- Control the correct handling of incidents by the support teams to ensure the restoration of the service as soon as possible
- Prioritize incidents, arbitrate, escalate
- Ensure regular exchanges with the support and technical department teams and customers
- Monitor the indicators guaranteeing process performance (SLA achievement for example)
- Be identified as a point of contact by customers for incident management and ensure the follow up during incident meetings.
**Management of major incidents**
- Participate in crisis units: piloting assistance, internal communication, incident reports
- Monitor of major incidents (P1): coordination of actions, arbitration, escalation if necessary.
**Continuous improvement**
- Deploy methodologies, maintain documentation
- Participate in problem management: identification of recurring incidents, follow-up of action plans, and coordinate the teams involved
- Participate in cross-functional projects: definition of changes to the incident management tool, measurement of SLAs, documentation, etc.
**WHAT WE ARE LOOKING FOR**
- Bachelor´s degree minimum in computer science or business, ideally good knowledge of the SAAS environment.
- Solid and demonstrable experience in the practice of Incident Management or related fields.
- Understanding of the ITIL Incident Management Process - ITIL Foundation V4 Certification minimum.
- Clear aptitude for service delivery excellence and producing quality results.
- Good communication skills, written and verbal both in French (mandatory) and English and ability to build relationships with the various teams across the group.
- Curious, dynamic, focused on continuous improvement.
- Ability to manage multiple emergencies and make decisions at high stakes.
**Tipo de oferta**: Full-time
Idioma:
- Francês Fluente (obrigatório)
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