WHAT YOU WILL BE DOING

We are looking for a dynamic senior incident manager to join our Service Desk team. In this role, you'll be in charge of leading the incident management process to resolution and collaborate in restoring our company's IT services swiftly. 

As a Senior Service Desk Incident Manager your tasks and goals will include:

• Responding to a reported service incident and initiating the incident management process.
• Prioritizing incidents according to their urgency and impact on business.
• Overseeing the incident management process and team members involved in resolving the incident.
• Communication and escalation of critical incidents to senior management and business.
• E2E global knowledge of significant business processes for countries in EMEA, LATAM, NA and APAC.
• Continuous collaboration and interaction between IT and Business.
• Daily meetings and reports of the status of production to stakeholders.

SKILLS

• Experience in dealing with customers and managing conference calls.
• Good communication skills and initiative.
• Knowledge of IT service management software and ITIL.
• Experience with office 365 with Excel competence.
• Ability to collaborate with team members.
• Ability to work under pressure.
• Adaptability to new challenges and eager to learn.

LANGUAGES

English level C1

OTHER

• Availability to work shifts.
• Availability to work on duty shifts, holidays and 24/7.