Timestamp Group aggregates several leading Portuguese IT solutions and services companies around the concepts of excellence and knowledge sharing. We are committed to technological leadership, based on the quality of our service and technological solutions, supported by continuous training and certification.

Responsibilities:

• Lead the IPCR (Incident, Problem, Change, Request) activities, directly handle some of them, and guarantee that the defined processes are properly applied;

• Ensure provided service is aligned with the defined Product SLA;

• Ensure continuity and consistency of service on all timeslots (for example 24/7) across teams;

• Ensure alignment and efficient service with/for stakeholders within the entities, Products and Markets teams;

• Early involvement in Product projects clarified to ensure smooth onboarding to BAU phase;

• Contribute to the definition and validate the detailed Target Operating Model for a newly onboarded application, product, or platform;

• Spread information among the concerned Client, Product and Market stakeholders to ensure full awareness of the defined Operating Model;

• Maintain and monitor the scope of services within the perimeter;

• Address escalations from users, Market, or top management, define action plans accordingly, and monitor them until completion;

• Challenge processes, tools and practices to ensure alignment with Operational Resilience needs;

• Challenge Disaster Recovery needs coverage by the implemented solutions;

• Challenge Business Continuity needs coverage by the defined organization;

• Quality of Service delivered to products users for Incident, Problem, Change and Request management;

• Service alignment confirmed with the defined Product SLA;

• Continuity and consistency of service maintained on all timeslots (for example 24/7);

• Validated Target Operating Model for each newly onboarded application, product, or platform;

• Full stakeholder awareness of the defined Operating Model achieved;

• Action plans for escalations defined and monitored until completion;

• Assessment of alignment between processes, tools, practices and Operational Resilience, Disaster Recovery and Business Continuity needs.

Main Skills:

• Expertise in Service Delivery Management within a multi-stakeholder, multi-entity environment;

• Expertise in escalation management and action plan monitoring until completion;

• Expertise challenging and validating processes, tools and practices against resilience;

• Expertise in ITIL-based processes (Incident, Problem, Change, Request management);

• Expertise in Service Level Management and SLA monitoring;

• Expertise interfacing between Product and Market stakeholders;

• Expertise in Operational Resilience, Disaster Recovery and Business Continuity frameworks;

• Technical expertise in Target Operating Model definition and transition management.

Language Skills: 

• Fluency in English

Employee Benefits:

• Health insurance
• Flexibility in organizational routine
• Training and certifications
• Employee Support Program (in 5 areas, including psychology)
• Birthday and seniority gifts
• Monthly Happy Hour
• Benefits portal with attractive offers