IT Operations & Incident Manager Coordinator Porto

IT Operations & Incident Manager Coordinator
Porto
Porto, Porto District, Portugal

Claire Joster is currently recruiting for a reference client in the Financial Services area, which intends to strengthen its internal structure with the integration of a IT Operations and Incident Management Coordinator (m/f).

Function

• Coordinating and communicating the improvement measures for 1st and 2nd level support together with HQ AMS team;

• Ownership of Incident and Problem Management process implementation in DD&M;

• Ensuring incident and problem management processes are followed by DD&M teams in quality;

• Supervise and increase the End-to-End support maturity of Value Streams and Functional Domains (application teams);

• Provision of
- level Incident and Problem Management Reports;

• Enablement of application responsible(s) for
- service reporting;

• Integration of external partners into our standard incident management process;

• Handing over newly developed applications into AMS support;

• OKR and Backlog planning for Operations team;

• Maintenance of our configuration items and setup of service trees in ITSM;

• Rollout of our monitoring approach to additional applications;

• Coordination of the ITSCM activities in DD&M;

• Rolling out the monitoring approach to further applications.

Requirements

• Degree in an IT or related subject on bachelor’s level, preferably master’s degree;

• Experience in communicating with internal and external stakeholders;

• Multiple years of experience in operating IT systems, especially in Incident and Problem Management processes;

• Experience in relevant ITIL processes;

• Experience with web, mobile and Saa
S technologies, preferably based on Cloud Services by Amazon (AWS);

• Experience in agile setups;

• Ability to achieve results in a quickly changing environment;

• Knowledge of Atlassian Collaboration Tools (Jira/Confluence) and ITSM;

• Proven very good knowledge of English.