Change & Incident Manager

6 meses atrás

Lisbon, Portugal Eurofins Tempo inteiro

Job Description

In a nutshell

As a Change & Incident Manager, you will handle change & incident management effectively by coordinating with global support teams to ensure service restoration/fix as soon as possible, while driving improvement in service availability. 

You will be chair of the change management board, and accountable for change processes in line with Eurofins standards, while handling end to end communications to relevant stakeholders effectively and efficiently as per defined processes.

Where will you be based and what business will you support?

Based in Lisbon, you will support Eurofins clinical diagnostic services business line to ensure that every patient, wherever he or she lives, has access to the most specialized and most innovative techniques for diagnosis, monitoring and therapeutic decisions. 

Eurofins endeavours to develop all of our software applications in-house to service and support our numerous laboratories globally. Hundreds of thousands of clinical diagnostic tests are performed every day, and our Clinical LIMS Europe Program will extensively be used as the central Laboratory Information Management System throughout Europe. This role is crucial in defining project requirements and activities that require extensive planning and organisation, which can be augmented by the use of technology.

How can you help us?

As a Change & Incident Manager you will be providing Major Incident Management support for all major IT Incidents, by collaborating closely with various IT Infrastructure and application support teams. You will own the change management process for development and operations .

You will: 

Manage Major (P1 and P2) Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved efficiently;  Chair conference calls and/or group chats with participants including Service Managers, Technical Support teams, senior management and vendors;  Create & chair change management board and logging decisions;  Notify senior leadership of current status and business impact during major incident situations;  Prepare Post incident document along with technical teams to assist to identify the root cause of the incidents;  Ensure proper escalation procedures are followed and correct support teams are engaged to troubleshoot the issue within timelines. Make sure a group chat is in place and followed by bridge call for all major incidents;  Perform email notifications, SMS to be triggered in case of Major Incident within the given time lines;  Regularly follow up and update notifications to be sent every 30 minutes based on the priority or whenever valid updates are available;  Be accountable for the process and maintain, design and improve the process as necessary to achieve the objectives of the business;  Be accountable for the overall quality of the process and oversee the management of and compliance with the procedures, data models, policies, and technologies associated with the process;  Coordinate interfaces between incident management and other service management processes;  Drive the efficiency and effectiveness of the change & incident management processes by producing management information, including KPIs and reports for Incident, availability management;  Review and audit the process;  Assist with developing and maintaining the incident management process and procedures along with global teams. 

Qualifications

Are you our kind of extraordinary?

You have:

ITIL V3/4 foundation knowledge;  ITIL Intermediate - Service Operations knowledge; Hands-on Service reporting experience; Escalations handling experience;  Change Management experience;  Excellent written and Oral communication;  Continual Service Improvement experience;  Good knowledge in working with MS excel, power point presentation and ready to work in multiple project related activities in scope for Incident management;  Good collaboration and problem solving qualities;  Attention to detail and quality reporting skills; A self-motivated, get-it-done attitude; The ability to think critically.

What else should I know?

Experience working on Laboratory related applications is an advantage. 

Additional Information

What can we offer you?

A  competitive salary package , including bonus and benefits; Extensive on-the-job coaching and training opportunities ; A hybrid working setup ;  Challenges within a multi-cultural and cross-regional team  as part of the international and fast-growing Eurofins organization; A  dynamic working environment  with a good team spirit where personal development and growth are highly encouraged. 

Your application:

As the role and Eurofins' IT Talent Acquisition team are international, please ensure to submit your application in  English .

Want to know more about us?

We support your development  Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway Eurofins companies are committed to supporting your career development.

We embrace diversity  Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.

Sustainability matters to us We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we also count on our dedicated carbon reduction team to help us to achieve this goal

  • IT Change Manager

    2 semanas atrás

    Lisbon, Portugal AxiansPT Tempo inteiro

    At AXIANS we seek the right talent, for the right place. We work daily to involve our people in a collaborative and inclusive environment, with a culture of proximity. It is also part of our culture to care about the environment and to carry out actions of social and environmental corporate responsibility.This could be your opportunity to join a project of...

  • IT Change Manager

    2 semanas atrás

    Lisbon, Portugal Alter Solutions Tempo inteiro

    Job Description- Analisar as changes que estão programadas apresenta-las aos stakeholders e se for decidido aprovar ele próprio, depois fazer uma minuta com as decisões e enviar.Ter contacto com a area de IT.Também tem contacto com as realeses 1x por mes.Ferramentas:ServicenowConfluenceJiraPower PointExcelITIL Array

  • IT Change Manager

    2 semanas atrás

    Lisbon, Portugal ALTER SOLUTIONS Tempo inteiro

    Job Description - Analisar as changes que estão programadas apresenta-las aos stakeholders e se for decidido aprovar ele próprio, depois fazer uma minuta com as decisões e enviar. Ter contacto com a area de IT. Também tem contacto com as realeses 1x por mes. Ferramentas: Servicenow Confluence Jira Power Point Excel ITIL 

  • Distributed Cloud l Service Delivery Manager

    3 semanas atrás

    Lisbon, Portugal Devoteam Tempo inteiro

    Company Description At Devoteam, we believe that technology with strong human values can actively drive change for the better. Discover how Tech for People unlocks the future, creating a positive impact on the people and the world around us. We are a global leading player in Digital Transformation for leading organisations across EMEA, with a revenue...

  • Command Center Manager

    6 meses atrás

    Lisbon, Portugal AXA Group Tempo inteiro

    AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation.  We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and...

  • Operational Excellence Manager

    2 meses atrás

    Lisbon, Portugal DNV Tempo inteiro

    We are seeking a highly motivated and experienced individual to lead our operational excellence and change management activities in Energy Systems Southern Europe, Middle East, Africa and Latin America. This is a newly established role in the region. You will report to both the Finance and Performance Manager and the Global Operational Excellence Lead,...

  • Payments Service Manager

    Há 1 mês

    Lisbon, Portugal OpenSpring Tempo inteiro

    The Wise Seeker é a empresa de tecnologia de RH líder na avaliação imparcial de talentos.Com mais de 15 anos no sector a analisar as necessidades e exigências do mercado de trabalho, somos capazes de identificar os melhores talentos para cada empresa graças à nossa equipa de profissionais e à nossa plataforma Saas integrada com Inteligência...

  • Store Manager Assistant

    5 meses atrás

    Lisbon, Portugal Pandora Tempo inteiro

    ATREVES-TE A JUNTAR-TE A ESTA NOVA AVENTURA? Estamos à procura da pessoa que será Store Manager Assistant da nossa Boutique do C.C. Colombo. Serás um embaixador dos nossos valores WE CARE, WE DARE, WE DELIVER, WE DREAM. Como Store Manager (40 horas por semana), reportarás ao Regional Sales Manager e serás responsável pela gestão da boutique,...

  • Senior Technician Production Support

    2 semanas atrás

    Lisbon, Portugal ALTER SOLUTIONS Tempo inteiro

    Job Description Job description:   The support team provides application support and maintenance of Tier 1 applications on a 24/7 basis, The team provides 24/7 support from Europe, India and the US. Main Tasks: This role will involve functional support of collateral applications. The activities to be carried out are: Provide functional...

  • Release Manager

    5 meses atrás

    Lisbon, Portugal InnoWave Tempo inteiro

    InnoWave is looking for a Release Manager, preferably based in Lisbon, to integrate our teams and support our clients.Release ManagerResponsibilities:Develop and execute release plans, schedules, and milestones.Promote overall communication between several stakeholders.Identify and manage release risks and issues.Ensure the quality and integrity of software...

  • Senior Technician Production Support

    2 semanas atrás

    Lisbon, Portugal Alter Solutions Tempo inteiro

    Job DescriptionJob description:  The support team provides application support and maintenance of Tier 1 applications on a 24/7 basis,The team provides 24/7 support from Europe, India and the US.                                         Main Tasks:This role will involve functional support of collateral applications.The...

  • Network Engineer

    Há 1 mês

    Lisbon, Portugal Alter Solutions Tempo inteiro

    Job DescriptionResponsibilities: Design, implementation, configuration, and maintenance of our current on-prem and cloud-based infrastructure with a focus on resiliency and high-availability.Promote “continuous improvement” of our network infrastructure.Promote IAC (Infrastructure as code) and DevOps best practices for automation and scalability of our...

  • Network Engineer

    Há 1 mês

    Lisbon, Portugal ALTER SOLUTIONS Tempo inteiro

    Job Description Responsibilities: Design, implementation, configuration, and maintenance of our current on-prem and cloud-based infrastructure with a focus on resiliency and high-availability. Promote “continuous improvement” of our network infrastructure. Promote IAC (Infrastructure as code) and DevOps best practices for automation and...

  • Service Manager

    2 meses atrás

    Lisbon, Portugal Landing.jobs Tempo inteiro

    At IT Service Management Company (Contractor), in Lisboa, Portugal Expires at: 2025-06-19 Remote policy: Partial remote Right now, we are looking for aService Managerto integrate our internal team, based inLisbon.Your responsibilities include:To ensure the execution of the contracted services, according to contractual terms, service levels, and following a...

  • Project Manager Officer

    6 meses atrás

    Lisbon, Portugal Amaris Consulting Tempo inteiro

    Job description Find your place at Amaris Consulting as a Project Manager Officer for one of our main partners, for a hybrid position based in Portugal . In Amaris, we are currently increasing our team. Join our team and start a new adventure in an international and agile Environment, where you will be able to fulfill...

  • Principal Project Manager

    Há 10 horas

    Lisbon, Portugal Unit4 Tempo inteiro

    Job DescriptionWe are a leading vendor specialising in ERP and FP&A solutions and are currently seeking for an experienced Project Manager to join our team. The ideal candidate will play a pivotal role in delivering our solutions to clients, ensuring successful implementation, and fostering long-term relationships. This is an exciting opportunity for dynamic...

  • Service Manager

    2 meses atrás

    Lisbon, Portugal Landing.jobs Tempo inteiro

    At IT Service Management Company (Contractor), in Lisboa, PortugalExpires at: 2025-06-19Remote policy: Partial remoteRight now, we are looking for a Service Manager to integrate our internal team, based in Lisbon.Your responsibilities include:To ensure the execution of the contracted services, according to contractual terms, service levels, and following a...

  • Team Manager

    3 meses atrás

    Lisbon, Portugal Devoteam Tempo inteiro

    Company Description At Devoteam, we believe that technology with strong human values can actively drive change for the better. Discover how Tech for People unlocks the future, creating a positive impact on the people and the world around us. We are a global leading player in Digital Transformation for leading organisations across EMEA, with a revenue...

  • OutSystems | Engagement Manager

    Há 2 dias

    Lisbon, Portugal Devoteam Tempo inteiro

    Descrição da empresa At Devoteam, we believe that technology with strong human values can actively drive change for the better. Discover how Tech for People unlocks the future, creating a positive impact on the people and the world around us. We are a global leading player in Digital Transformation for leading organisations across EMEA, with a...

  • Gestor de problemas ITIL

    2 semanas atrás

    Lisbon, Portugal Alter Solutions Tempo inteiro

    Descrição do empregoEstamos à procura de um Gestor de problemas no contexto ITIL (Information Technology Infrastructure Library), com as características abaixo indicadas.Responsabilidades:Registro de Problemas: Coletar informações sobre problemas recorrentes e garantir ligação com a gestão de incidentes Relevantes;Análise de Tendências: Monitorar...