Incident Manager – French Speaker

About the role

We are looking for a proactive Incident Manager who is fluent in French to join our Porto Service Center. In this role you will ensure the continuity of IT services and lead the resolution of production and infrastructure incidents for our European clients.

Key responsibilities

• Coordinate end-to-end incident resolution for production and infrastructure issues, meeting agreed SLAs.
• Lead technical task forces and communicate clearly during major incidents.
• Drive continuous improvement of Incident and Problem Management processes in line with ITIL best practices.
• Develop and maintain reporting frameworks that monitor production stability and incident performance.
• Facilitate Problem Management committees, conduct root-cause analysis and propose preventive actions.
• Collaborate with cross-functional technical teams to identify recurring problems and implement corrective measures.

Required profile

• Minimum 2 years of experience as an Incident Manager in a demanding IT production or infrastructure environment.
• Strong orientation toward service quality, rigor and structured communication.
• Fluency in French and English.
• Motivation to grow within IT service management and progress toward senior operational roles.

Required skills

• ITIL v4 knowledge (certification a plus).
• Hands‑on experience with Incident, Problem and Service Management processes.
• Familiarity with IT production and infrastructure environments.
• Ability to build and interpret operational dashboards and reports.
• Experience coordinating cross‑functional technical teams.
• Change management experience (nice to have).