Randstad is recruiting an Incident & Service Manager , for direct integration, in a industry client, located in Aveiro.
This position can be full remote (since it is for an international global team) or hybrid (the candidate can choose what he prefers). IT Global Team headcount is approximately 45 people in different areas of responsibilities.
It is mandatory the candidate lives in Portugal and has at least B2 intermediate level of English communication.
They are looking for a professional that is experienced in managing support incidents. For all the entities that are already running D365F&O and are in operational mode they need an Incident & Service Request manager to manage tickets and incidents opened in Service Now and Azure DevOps. This professional will also need to communicate with the internal and external service desk and in addition to D365F&O your responsibility will also cover incidents for integration platform and reporting.
Manage incidents and service requests in Azure DevOps and Service Now.
Prioritize incidents and service requests.
Monitor incidents and service request cycle time / performance.
Escalate incidents, bugs and service requests when required.
Provide information to stakeholders and users.
Follow up tickets.
Align with service delivery manager.
Manage external support teams.
Point of contact for external support team for ServiceNow / Azure DevOps and point of contact for escalations of tickets.
Garantee support processes are followed.
Communicate changes to external support team.
More than 3 years of experience in managing support (mandatory requirement).
Familiar in working in cross divisional teams.
Experience with Service Now is important.
Experience with Azure DevOps is important.
Proactivity and sense for urgency.
Strong communication English skills (B2 intermediate level is a mandatory requirement, interviews will be in English).
oferta/offer
Direct contract (contrato sem termo), food allowance (8,50€/work day) and health insurance (includes dentist and ophthalmologist). Full remote or hybrid in Aveiro.
This position doesn't have car and will not be to lead a team.
It is mandatory the candidate lives in Portugal and has at least B2 intermediate level of English communication (interviews and daliy work are in English, will be part of a Global IT Team).
Selling points of this job opportunity are innovative projects in a global environment, international team, room for review and improvement as well as new and modern technologies, interesting mix of deep technical insights.
Any doubts, please contact on linkedin (Isabel Pereira).
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