Global Incident Resolution Specialist

Há 1 mês


Aveiro, Aveiro, Portugal Buscojobs Portugal Tempo inteiro
Job Description

Salary: €80,000 - €100,000 per year (dependent on experience)

About the Role

We are seeking a highly skilled Global Incident Resolution Specialist to join our team at Buscojobs Portugal. As a key member of our Major Incident Team, you will play a critical role in ensuring the rapid and effective resolution of complex incidents that impact our business operations.

About You

To be successful in this role, you will need to have a strong technical background, with experience working in a similar position within a financial services environment. You will be responsible for coordinating incident response efforts, communicating with stakeholders, and documenting incident details. Additionally, you will work closely with our technical teams to diagnose and resolve incidents, escalating critical issues to higher-level support management as needed.

Key Responsibilities
  • Assist in the management of IT incidents to minimize disruption to services and restore normal operations as quickly as possible.
  • Receive and document incident reports, prioritizing and categorizing incidents according to severity and impact.
  • Communicate with stakeholders and end-users regarding incident status and resolution, documenting incident response procedures and best practices.
  • Coordinate with technical teams to diagnose and resolve incidents, escalating critical incidents to higher-level support management, analyzing trends within incident data, uncovering root causes, and acting upon these.
  • Organize and chair Post-Incident Reviews (PIRs) with a focus on 'lessons learned.'
  • Ensure toolsets are updated regularly and accurately.
Requirements

To be considered for this role, you will need to have:

  • A degree in computer science or equivalent professional qualification.
  • Experience working in a Major Incident Team, preferably within a financial services environment.
  • Strong communication skills (written and verbal), with the ability to be clear and concise in coordinating incident response efforts and updating stakeholders.
  • Experience of using Incident Management Toolsets.
  • Ability to prioritize workloads in a pressurized environment.
  • Experience of working out of hours and on a rota providing 24-hour support.
  • A working knowledge of ITIL disciplines and processes or equivalent.
  • Knowledge of ServiceNow.
Benefits

We offer a range of benefits to our employees, including:

  • An estimated salary of €80,000 - €100,000 per year (dependent on experience).
  • The opportunity to work in an international team.
  • Continuous training and development opportunities.
  • A dynamic and supportive work environment.


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