Incident Manager

Truphone creates better connections between people, businesses and things. Since 2006, we have built state-of-the-art SIM software, intuitive management platforms, in-network call recording, and a powerful global mobile network.

We are searching for a meticulous and curious problem solver, who thrives at leading service challenges and takes continuous improvement seriously. You will be well known for being a facilitator and active contributor to any service issues, business risks and security incidents that arise.
This role and the team will be located in Lisbon (hybrid & flexible work model). We are looking for someone who is humble, hungry and smart; with a strong track record in a similar role at product-led growth companies.

What you will do:

• Get involved into complex problems and break them down into clear action plans;
• Incidents range from service outage, business risk or security major incidents;
• Participate in incident rooms and help address roadblocks in troubleshooting or resolution;
• Ensure service owners and experts take the necessary technical lead;
• Communicate progress updates up to the business and engage with the executive team;
• Be the owner of the incident management process;
• Engage with service owners and make improvement into the process;
• Work side by side to resolve incidents with Team leaders and technical teams;

• Support the team with blockers, run communications and focus in identification of gaps.
  :
  Requirements:
  What you will bring:

• Experience in working with connectivity and software products;

• Natural interest into data, analysis, high level architecture;
• Proficient, concise, and confident English oral and written skills;
• Understanding of metrics, performance, key indicators, alarms;
• Interest in improving processes and tooling;
• Provide extensive insight into our services and products.

Benefits:
Why Truphone?:

• Opportunity to work in one of the world's leading innovators in eSIM, cloud and digital solutions;
• Great team spirit with collaborative, friendly and fun environment;
• Work from one of the warmest capital cities in Europe, not only famous by the sunny weather but also because of its colorful buildings, great nightlife, fantastic food and friendly people;
• Permanent and hybrid contract, with flexible working hours;
• Health Insurance from the start date;
• Meal allowance paid via Meal Card;
• Flex benefits, including transportation and more;
• Access to our internal referral program;
• Computer and mobile device with 10G of internet;
• Generous PTO.

Truphone is an equal opportunity employer that encourages you to bring your authentic self to work everyday. We support diversity, we are committed to equal and fair treatment; and we embrace our people regardless of how they identify themselves or who they love.

LI-Hybrid