Mission

An Major Incident and Problem Management Service is responsible for ensuring the smooth operation and maintenance of IT systems. This service manages all aspects of incident handling, from initial evaluation to resolution, and oversees problem management activities aimed at identifying and preventing recurring issues. The service records incidents, facilitates technical support coordination, and develops procedures and solutions to address ongoing and future challenges. Once an incident is resolved, the service transitions into problem management mode, investigating root causes and recommending improvements. Throughout the incident and problem lifecycle, the service maintains clear communication with stakeholders, monitors for trend patterns, and adopts a proactive approach to service stability.

KEY Services:
• Logging and tracking incidents to ensure timely resolution and to identify patterns for process improvement.
• Coordinating support teams to restore services as quickly as possible.
• Facilitating crisis communication, including documenting incident details and providing updates to management using designated tools.
• Producing detailed incident reports that include technical analyses and recommended steps for future prevention, primarily via problem management activities.
• Ensuring correct application of incident and problem management processes as outlined in the relevant operational frameworks (e.g., MIM handbook).
• Communicating major outages to customers and colleagues through appropriate channels.
• Organizing and conducting problem management meetings to identify root causes and develop action plans to prevent recurrence.
• Participating in or facilitating Problem Review and Action Boards (PRAB) meetings to communicate problem statuses and resolutions.

Profile

Technical Expertise:
• 2-3 years expertise with Major Incident Management.
• • At least 3 years of expertise in IT service management or an IT support role.
• Service NOW (SNOW) expertise is desirable but not mandatory.
• Service will need utilization of Word, PowerPoint, Excel, MS Teams.
• Service must demonstrate a comprehensive expertise of IT infrastructure, network, and application dependencies across multiple technologies.
• Expertise to support troubleshooting and root cause analysis.
• Impact analysis expertise needed to evaluate the potential consequences of service interruptions and problems.

Operational Hours:
Given the 24/7 nature of Major Incident Management, the service operates on a flexible schedule, including:
• Rotating online support shifts.
• On-call standby outside regular hours, with a rotating schedule.

• Location: Parque das Nações.
• Regime: Hibrido - 2x por semana no escritório.
• Seg-Sex: 9H-18H.
• English working environment and English context – Mandatory.

Organization

Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.  

Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.  

Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.