It Incident Manager

Decskill, founded in 2014 as an IT Consulting Company, places paramount importance on its greatest asset: its people. Our main mission is to deliver value through knowledge and talent, and we achieve this by fostering a culture of excellence and investing in the development and well-being of our people. With over 600 dedicated professionals and offices in Lisbon, Porto, Madrid, and Luxembourg, Decskill operates across three core areas:

Decskill Talent: We believe that our people are key to our success. Through Decskill Talent, we empower our team to embrace the digital transformation challenges of our clients. We collaborate with clients to drive innovation, ensuring project success and business growth.

Decskill Boost: Equipping our team with the latest tools and methodologies, we optimize Time-to-Market and deliver innovative solutions exceeding client expectations.

Decskill Connect: Our team collaborates closely with clients to implement and manage IT infrastructures that generate long-term value.

At Decskill, we believe that by nurturing and empowering our people to confront the challenges of digital transformation, we create value not only for our clients but also for our entire ecosystem, fostering a digital community dedicated to growth and progress.

We are looking for an IT Incident Manager for a hybrid project based in Porto or Lisbon (2x/Week).

Requirements:

• Bachelor's degree in information technology, Computer Science, or a related field.
• Experienced in Advanced Excel and PowerBI.
• Minimum of 5 years of experience in IT service management, with a focus on incident management.
• Strong understanding of ITIL principles and practices.
• Familiarity with incident management tools and software like ServiceNow.
• Excellent communication and interpersonal skills, with the ability to work effectively with technical and non-technical stakeholders.
• Proven problem-solving skills and the ability to work under pressure.
• ITIL certification is preferred.
• Python or any coding experience
• Good level of English is mandatory.

Responsibilities:

• Oversee the incident management process, ensuring incidents are logged, categorized, prioritized, and resolved efficiently.
• Act as the primary point of contact for all incident-related communications, providing updates to stakeholders and ensuring transparency throughout the incident lifecycle.
• Collaborate with IT support teams to diagnose and resolve incidents, facilitating root cause analysis and implementing corrective actions to prevent recurrence.
• Monitor incident trends and metrics, preparing reports for management to identify areas for improvement in incident response and resolution processes.
• Develop and maintain incident management documentation, including policies, procedures, and knowledge base articles.
• Conduct regular training sessions for IT staff on incident management best practices and tools.
• Participate in post-incident reviews to evaluate the effectiveness of the incident response and identify opportunities for process enhancements.
• Ensure compliance with ITIL (Information Technology Infrastructure Library) standards and other relevant frameworks.
• Manage escalations and ensure timely resolution of high-impact incidents.
• Foster a culture of continuous improvement within the incident management team.

If you're interested in this job please send your CV to with reference CN/IIM.

Decskill is committed to equality and non-discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.