Incident Management

Company Description

Generix is a leading SaaS vendor specializing in Collaborative Supply Chain solutions that enable the seamless exchange of goods and data across the globe between suppliers and customers, all while responsibly managing their flows. Its platform of innovative digital services optimizes the management of physical flows, by coordinating the entire supply process, from production to delivery, thanks to its WMS, TMS, RMS and VMI solutions; as well as logical and financial flows, by integrating the systems of all players in the chain, from order to payment, with its e-invoicing, e-reporting, EDI, P2P and O2C solutions.

Generix creates a distinctive ecosystem designed to cater to its customers, ensuring top-notch performance and sustainability, connecting all global players in retail, industry and services, and fostering the transition toward greater digitalization and energy efficiency. With nearly 850 dedicated employees, Generix provides day-to-day support to over 4,500 companies across more than 60 countries, processes over 500 million invoices, handle more than 40 million order lines each month, and manage 8 million EDI messages daily. Our clientele includes Danone, FM Logistic, Fnac-Darty, Essilor, and Ferrero.

Job Description

We are looking for an Incident Manager to join the new pool of Incident Management based in our Shared Services Center in Porto. The Incident Manager will be responsible for the effective implementation of the Incident Management Process in his/her assigned area and carry out the corresponding reporting.

As a cross-department function, the main responsibilities of the Incident Manager will be to:

Incident management

- Audit the effectiveness of the incident management process, and formulate improvements if necessary;

- Control the correct handling of incidents by the support teams to ensure the restoration of the service as soon as possible;

- Prioritize incidents, arbitrate, escalate;

- Ensure regular exchanges with the support and technical department teams and customers;

- Monitor the indicators guaranteeing process performance (SLA achievement for example);

- Be identified as a point of contact by customers for incident management and ensure the follow up during incident meetings.

Management of major incidents

- Participate in crisis units: piloting assistance, internal communication, incident reports;

- Monitor of major incidents (P1): coordination of actions, arbitration, escalation if necessary.

Continuous improvement

- Deploy methodologies, maintain documentation;

- Participate in problem management: identification of recurring incidents, follow-up of action plans, and coordinate the teams involved;

- Participate in cross-functional projects: definition of changes to the incident management tool, measurement of SLAs, documentation, etc.

Qualifications

- Bachelor´s degree minimum in computer science or business, ideally good knowledge of the SAAS environment;

- Solid and demonstrable experience in the practice of Incident Management or related fields;

- Understanding of the ITIL Incident Management Process – ITIL Foundation V4 Certification minimum;

- Clear aptitude for service delivery excellence and producing quality results;

- Good communication skills, written and verbal both in French and English and ability to build relationships with the various teams across the group;

- Curious, dynamic, focused on continuous improvement;

- Ability to manage multiple emergencies and make decisions at high stakes.

Additional Information

- Attractive compensation package;

- Excellent work conditions and environment (Centro Empresarial Lionesa).

Generix is committed to build an inclusive environment, in which diversity and equity are truly part of our culture, so all our positions are open to people with disabilities.

Generix will process your personal data in the context of your application. You have the right to access, correct, delete and object to information about you. For this, please send your request to [email protected]. For more information, please see the Privacy Policy available at www.generixgroup.com.

For more information, please check our website: www.generixgroup.com/pt