Languages
English
Information

Teleperformance Portugal

Customer Service

No experience

Project/Service based

Indefinite

To negotiate

Full-time

1

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Global Incident Manager (m/f) - Lisbon

Portugal » Lisbon

Company
Teleperformance Portugal
Description

The Incident Manager should drive the Incident Management process, monitor its effectiveness and make recommendations for improvement. Ultimately to improve service through the comprehensive incident articles and / or training content.

 

Main Responsibilities:

  • Design Own and manage Incident processes;
  • Ensure regular progress updates are being placed in the Incident record by Resolvers and Incident Managers, recording resources used and action taken;
  • Collate information arising from trend analysis and problem tickets as appropriate and create knowledge about workarounds / fixes / parties that should be engaged;
  • Collate information arising from trend analysis and open Problem records as appropriate;
  • Hold regular reviews to discuss issues highlighted by trend analysis and support building a Service Improvement Plan;
  • Regularly review the Knowledge database content to ensure that workarounds left without permanent fixes for long periods of time are highlighted and addressed accordingly;
  • Quality and accuracy of reports;
  • Customer satisfaction.
Requirements
  • High fluency in English (C1/C2 is mandatory);
  • Formal education preferably to Degree level in a technical discipline;
  • Extensive knowledge of the ITIL Service Support standards & practices;
  • Ability to negotiate;
  • Relevant professional experience in IT industry , IT support, process manager or project manager;
  • Experience with Service Now and Microsoft Tools;
  • Organized and dynamic way of working;
  • Focused on details and good interpersonal skills;
  • Ability to work in a fast placed environment;
  • Excellent communication and interpersonal skills;
  • Flexible;
  • Leadership skills.
Offer
  • Excellent work opportunity in a dynamic leading multinational company;
  • Possibility of cooperation with leaders in various industries;
  • Stable work and career progression;
  • Investment in training and personal development;
  • Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
  • Health Insurance;
  • Young, dynamic and multicultural environment;
  • Possibility to live in one of our apartments;
  • Initial flight expenses refund;
  • Annually complementary return flight to your home country (within Europe);
  • Free Portuguese language courses, sport activities and organized events every month.
Information

Customer Service

No experience

Project/Service based

Indefinite

To negotiate

Full-time

1

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