Incident Manager
1 dia atrás
Critical Manufacturing is dedicated to empowering high-performance operations to make Industry 4.0 a reality with the most innovative, comprehensive, and modular MES software. We have a global presence, but our headquarters, and the main technical center, are in Porto (Maia), Portugal, where we develop a state-of-the-art solution for Semiconductor, Electronics, Medical Devices, and Industrial Equipment.
Recognized for the third consecutive year as a Leader by Gartner, we are part of ASMPT, the world's largest supplier of best-in-class equipment, and technological process partner for the electronics and semiconductor industries.
**The role**:
Do you have experience in Incident Management and a passion for improving processes? Would you like to be part of a dynamic and challenging environment?
**What you’ll do**:
- Manage the lifecycle of recurring issues, from identification to resolution
- Identify areas of instability or inefficiency
- Maintain and monitor known issues to proactively track potential escalations and identify the need for immediate resolution
- Work with several teams to define and implement action plans for both incident mitigation and problem resolution
- Propose, implement, and monitor changes to incident and problem management processes
- Lead post-incident analyses to identify root causes and improvement opportunities
- Maintain records of all major incidents and problems, including timelines, actions and root causes
- Prepare post-incident and problem reports for management and technical teams and ensure that knowledge is disseminated across all relevant stakeholders
- Serve as the primary point of contact for post-incident communications with internal and external teams
- Evaluate the post-incident actions and problem resolutions and track efficiency metrics
**Requirements**:
**What you must have**:
- Experience in Incident Management
- Strong background in process improvement and proactive problem-solving
- Experience working in multi-customer environments
- Strong attention to detail
- Excellent English skills - spoken and written
**What we consider a plus (not mandatory)**:
- Background in software development or programming
- Technical expertise in navigating large codebases
**Diversity, Equity and Inclusion are a source of commitment and innovation**
If you need accommodation during the recruitment process, please let us know - we're happy to support you.
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