Service Delivery Run Analyst

Service Delivery Run Analyst
Lisboa
Lisboa, Lisboa, Portugal

Incident & Demand Management Specialist – Hybrid (Lisbon/Oporto)

Join a dynamic IT team and take ownership of incident and demand management for key business applications. You’ll act as the main point of contact between IT teams, business units, and operations, ensuring smooth resolution and proactive communication.

Your Role

• Monitor and prioritise incidents and client requests, escalating when necessary to ensure timely resolution.
• Coordinate with IT squads and operations to resolve P1/P2 incidents and manage P3/P4 issues
  -
  - end.
• Communicate regularly with stakeholders, providing visibility on progress, root causes, and action plans.
• Prepare
  - incident reports (PIR), maintain dashboards, and ensure SLA compliance.
• Oversee daily batch processes and act promptly to guarantee business continuity.
• Share updates on IT changes, migrations, freezes, and risk/security reporting.

What We’re Looking For

• Experience in software development and database/SQL
• Knowledge of IT Risk, Cybersecurity basics, and Service
  Now
• Familiarity with Java, . NET (Power
  Builder is a plus)
• Understanding of Cloud technologies and Unix/Linux
• Strong communication skills in English