Providing support & resolving incidents, particularly those of level 2 & 3, w/ an emphasis on critical &/or complex issues.
– Executing complex or non-industrialized Request Services.
– Drafting procedures for incidents & Services Requests to facilitate execution by level 2 teams. Facilitating transfer sessions at level 2.
– Playing a role in reducing backlog & enhancing service quality through Continuous Service Improvement initiatives. Monitoring & resolving problems.
– Engaging in enhancement activities, which involve analyzing needs, designing solutions, providing cost estimates & implementing developments in alignment w/ agreed priorities & adhering to the ‘change management’ process.
– Exploring potential opportunities to learn about other solutions such as DDMRP (B2WISE).
– Fluent in English, French is a plus
– Excellent communication and client-facing skills
– Ability to work independently and as part of a team
– Hybrid mode, 2 days in the office (oporto or lisbon)
Send cv to: sandra.fernandes@hccm.pt
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