Incident Manager
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
ABOUT US
At Go4Mobility we are your trusted partner for Digital Mobile Solutions. As a leading technology company we specialize in multichannel digital communication and messaging services helping businesses enhance customer interactions through seamless and innovative solutions.
We are looking for a Technical Support Engineer (L2) to provide 1st and 2nd line technical support for our wholesale messaging platform. You will be the main point of contact for operators partners internal teams and external clients ensuring fast incident resolution and high service quality.
RESPONSIBILITIES
- Respond to technical requests submitted through the ITSM tool interacting with clients stakeholders and other parties via email chat and phone.
- Maintain ongoing communication with clients throughout the resolution process.
- Keep the incident management system updated with all relevant client information and details of the reported situation.
- Resolve client requests and technical issues escalating to the appropriate IT team when necessary to ensure full compliance with SLAs and OLAs.
- Collaborate with IT teams to resolve complex issues and contribute to platform improvements.
- Automate routine tasks and generate analytical reports using SQL and scripts.
- Operate SMSC SMPP gateways SMS Firewall HLR lookup and messaging APIs.
- Handle tickets via ITSM tools maintaining communication with clients and internal stakeholders.
QUALIFICATIONS
- Degree in Computer Science Engineering or related field or relevant professional experience.
- Minimum 2 years in a similar role.
- Proficient in SQL and database management;
- Experience with at least one scripting language (PowerShell).
- Experience with Linux and Windows systems.
- Knowledge of networking and interpreting logs KPIs and error codes.
- Familiarity with monitoring tools (Grafana Zabbix) and JIRA ITSM.
- English proficiency at an independent user level (mandatory).
- Availability to work in a hybrid model (23 days per week at the Lisbon office).
WHAT WE OFFER
- A Welcoming Workplace: Enjoy our newly renovated office in Alcântara designed to support a dynamic friendly and multidisciplinary team.
- WorkLife Balance: We offer a hybrid and flexible work model that respects your professional and personal time.
- Professional Development: We are committed to your growth. Through our Training Plan youll have access to opportunities that enhance your professional skills while supporting your personal ambitions.
- Wellness Activities: Engage in initiatives that promote your overall well-being.
At Go4Mobility we believe We Are So Good Together! Join us and be part of a team that values growth innovation and collaboration.
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
