Incident Manager

Description

Job Summary: We are seeking an Incident Manager to lead the management, operation, and continuous improvement of ITIL processes, ensuring high-quality IT service delivery and SLA compliance. Key Highlights: 1. Continuously manage and improve ITIL processes 2. Lead incident, problem, and change management 3. Global coordination and participation in digital transformation Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds connected from 41 countries, doing what we love and co\-creating a better future. You definitely don’t want to miss this opportunity! We are looking for an Incident Manager **Responsibilities and Authorities** **Position Objective** ---------------------- Manage and ensure the correct implementation, operation, and continuous improvement of ITIL processes within SQM, guaranteeing high standards of quality in IT service delivery, SLA compliance, operational efficiency, and alignment with business needs. Proficiency in English—both spoken and written—is required for coordination with global teams, international vendors, and corporate documentation. **Key Functions** ------------------------- * Administer and continuously improve ITIL processes implemented across the organization. * Lead incident, problem, change, service request, and IT service continuity management. * Monitor and ensure compliance with SLAs, OLAs, and KPIs associated with technology services. * Coordinate working sessions with technical teams, business units, and vendors. * Manage root cause analysis and continuous improvement initiatives. * Supervise proper usage of ITSM tools. * Prepare executive reports and service management dashboards. * Participate in internal and external audits related to IT processes. * Promote ITIL best practices and IT governance within the organization. * Identify operational risks associated with technology services. * Coordinate change management processes and maintenance windows. * Support digital transformation and process automation initiatives. * Maintain up-to-date documentation of processes, procedures, and operational workflows. * Interact in English with international teams and technology vendors. **Position Requirements** ------------------------ ### **Academic Qualifications** * Bachelor’s degree in Computer Engineering, Civil Informatics Engineering, Executive Engineering, or related field. ### **Experience** * Minimum 4 years of experience in IT service management. * Proven experience implementing and administering ITIL processes. * Experience in high-availability corporate environments. * Experience in mining, industrial, or multinational enterprises is desirable. ### **Technical Knowledge** * ITIL Foundation certification is mandatory. * ITIL Intermediate or ITIL 4 Managing Professional certification is desirable. * Incident, Problem, Change, Configuration, and SLA Management. * ITSM Tools: * ServiceNow * Remedy * Jira Service Management * BMC or other similar tools * Performance indicator management and reporting. * Knowledge of continuous improvement methodologies. * General knowledge of IT infrastructure, networks, and cloud services. * Vendor and technology contract management. ### **Languages** * **Advanced English required (bilingual).** Ability to participate in meetings, presentations, and technical documentation in English. **Competencies** ---------------- * Process and quality orientation. * Analytical ability. * Problem management and resolution. * Effective communication. * Cross-functional leadership. * Organization and planning. * Internal customer orientation. * Continuous improvement. * Collaborative teamwork. **Desirable Conditions** ------------------------- * Experience in SAP environments and complex corporate ecosystems. * Knowledge of agile methodologies. * Additional certifications in COBIT, ISO 20000, or Scrum. * Experience managing 24x7 services. * Familiarity with monitoring and automation tools. **Management Indicators (KPIs)** -------------------------------- * SLA and OLA compliance. * Reduction of recurring incidents. * Change success rate. * Average resolution time. * IT service availability. * Internal customer satisfaction level. * Compliance with IT audits and controls. **Requirements and Qualifications**### **Academic Qualifications** * Bachelor’s degree in Computer Engineering, Civil Informatics Engineering, Executive Engineering, or related field. ### **Experience** * Minimum 4 years of experience in IT service management. * Proven experience implementing and administering ITIL processes. * Experience in high-availability corporate environments. * Experience in mining, industrial, or multinational enterprises is desirable. ### **Technical Knowledge** * ITIL Foundation certification is mandatory. * ITIL Intermediate or ITIL 4 Managing Professional certification is desirable. * Incident, Problem, Change, Configuration, and SLA Management. * ITSM Tools: * ServiceNow * Remedy * Jira Service Management * BMC or other similar tools * Performance indicator management and reporting. * Knowledge of continuous improvement methodologies. * General knowledge of IT infrastructure, networks, and cloud services. * Vendor and technology contract management. ### **Languages** * **Advanced English required (bilingual).** Ability to participate in meetings, presentations, and technical documentation in English. **Competencies** ---------------- * Process and quality orientation. * Analytical ability. * Problem management and resolution. * Effective communication. * Cross-functional leadership. * Organization and planning. * Internal customer orientation. * Continuous improvement. * Collaborative teamwork. **Desirable Conditions** ------------------------- * Experience in SAP environments and complex corporate ecosystems. * Knowledge of agile methodologies. * Additional certifications in COBIT, ISO 20000, or Scrum. * Experience managing 24x7 services. * Familiarity with monitoring and automation tools. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow—together. Here, every action matters and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you’re a disruptive individual, committed to lifelong learning, and innovation is part of your DNA, then Stefanini is exactly what you’re looking for. Come and let’s build a better future—together!