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Major Incident Manager

Service & Operations

Salary: Competitive

Location: Porto Salvo, Portugal

Posted: 03 Jan 2019

Main Purpose of the role

We are looking for an ambitious Service Manager at Truphone with interest in organizational transformation and operational improvement. Responsible for process improvement, support major incident handling and transforming our technology center of excellence.  The role will be part of the Service Management department, working very closely with all Service delivery and Technical support teams to enable an efficient organization with agile service delivery and stronger customer experience.

Key Responsibilities

  • Drive the improvement and development of processes and frameworks that increase efficiency of our delivery and service support.
  • Improve the tools and capabilities of our teams.
  • Measure the quality of our support processes.
  • Explore new market practices and present business cases for new investments.
  • Enable a culture which is data oriented, invested in automation opportunities.
  • Be a leader, helping our technical teams handle major service incidents and escalations
  • Drive fast service restoration with subject matter experts and 3rd parties.
  • Improve the operational relationships and help minimize the cost of operating suppliers.
  • Enable an informed community of the existing processes.
  • Lead our service improvement program by ensuring root cause analysis is achieved successful.
  • Responsible for integrating new services in our processes and support model.

Experience and Skills Required

  • Very clear English written and oral skills
  • Three years of relevant work experience transforming support models and delivery processes.
  • Excellent problem solving, negotiation, and decision-making skills
  • Ability to translate complex technical concepts into clear and concise common language that can be easily understood by non-technical peers
  • Proactive approach, exploring refreshing ways of working.
  • Pace, keep up with an organization with high levels of priority change
  • Availability for being on-duty
  • Customer centric approach

Supporting skills

  • Knowledge of telco engineering, software development, IT services
  • Experience with process frameworks like ITIL and eTOM

Personal qualities

  • Natural aptitude to working in group.
  • Rational and emotionally intelligence.
  • Highly sociable.
  • Natural leadership traits.
  • Strong sense of accountability


Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties