Incident Management - Porto Porto

Incident Management - Porto
Porto
Porto, Porto District, Portugal

**COMPANY OVERVIEW**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
- 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
- Control the correct handling of incidents by the support teams to ensure the restoration of the service as soon as
- Prioritize incidents, arbitrate,
- Ensure regular exchanges with the support and technical department teams and
- 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
- Monitor of major incidents (P1): coordination of actions, arbitration, escalation if necessary. **Continuous improvement**- Deploy methodologies, maintain
- Participate in problem management: identification of recurring incidents,
- up of action plans, and coordinate the teams
- Participate in
- 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. **WHAT WE OFFER**- Attractive wages and benefits;



- Good team spiritand collaborative environment (Centro Empresarial Lionesa). **Tipo de oferta**: Full-time
Idioma:
- Francês Fluente (obrigatório)