Incident Management Expert (m/f/d) Lisboa

Incident Management Expert (m/f/d)
Lisboa
Lisboa, Portugal

Create a better #Tomorrow
With
Us

At Siemens, we build technology solutions to shape the world we live in. We transform industries and societies by combining the real and digital worlds. With over 300, 000 of the world’s most
- thinking minds and the power of a presence in more than 190 countries, we make a truly global impact.

At the Portugal Tech Hub, we take on challenges to make life easier, safer, and more sustainable for us and generations to come. We bring value to the business digitalization transition, from Portugal to the world, in areas such as Artificial Intelligence, Analytics & Business Intelligence, Application Lifecycle Management, Cybersecurity, IT Infrastructure Management, IT Project & Service Management, IT Strategy, User Experience, and many more.

With a decade of history and around 1, 600 experts, the Portugal Tech Hub is the home of the new technologists – Dream Builders, Impact Creators & Future Makers.

Are you one of them? Come join us!

Your mission will be…

1. Monitor and improve the overall Incident Management Performance in a
   - provider environment.
2. Through reporting and analysis, pinpoint inconsistencies and underlying issues.
3. Identify proactively critical areas impacting the correct process execution and user satisfaction.
4. Act in full coordination with the Stakeholders for other processes to maximize benefits and build standard, comprehensive and reusable solutions.
5. Ensure the quality of the resolution process for Incident Tickets.
6. Drive improvement in process and tool functionalities for Incident.
7. Act as operational escalation contact for
   - related questions.
8. Manage delivery of KPIs from Operational teams.
9. Provide support and guidance to assist responsible parties in recognizing problematic areas.
10. Collaborate with respective management areas when further escalation and support are required.
11. Ensure process compliance Siemens-wide on a global and local scale, as well as across Providers.
12. Drive E2E Management of Service Integration for new Applications/Services to Service
    Now including integration specifications (service design and setup, interfaces, Frontend/Service Catalog items).
13. Service
    Now Development: transformation of the Service
    Now Incident Management module to support the needs of the business. (Story Management, Agile Development).

We are looking for someone with…

1. At least 2 years of professional experience in the area.
2. Strong verbal and written skills.
3. Advanced English language (mandatory).
4. Ability to build
   - term relationships with internal colleagues and external providers.
5. Team player who enjoys working in an international and
   - functional team.
6. Working knowledge of Service
   Now environment.
7. Ability to work independently and take decisions where necessary.
8. Good analytical and reasoning skills.
9. Familiarity with Service Desk environment.
10. Ability to multitask in a
    - paced, evolving environment.
11. Familiarity with IT outsourcing contracts, SLA/KPIs.
12. Soft Skills (Communication and Relationship management): Good negotiation skills.
13. Passion for customer service.
14. ITIL Certifications are a plus.

Please attach your CV in English.

#Siemens #Tech
Hub

Siemens is committed to creating a diverse environment and is glad to be an equal opportunity employer. We strongly encourage applications from a diverse talent pool!