Join Stefanini! At Stefanini, we are over 30,000 brilliant minds, connected from 41 countries, doing what we love and co-creating a better future. You definitely don’t want to miss out! We’re looking for an Incident Manager. **Responsibilities and Duties** * Identification, classification, prioritization, and initial support. * Investigation, diagnosis, and resolution. * Assignment of incident tickets to Level 2 and Level 3 support teams according to functional and hierarchical escalation procedures. * Closure of incidents. * Verification of information reliability. * Verification that incident tickets have been resolved correctly. * Verification of the completion of the Log of Relevant Events versus Mass Incident Tickets. Responsibilities and Duties: * Ensure operations are restored as quickly as possible following an outage or disruption. * Ensure the service desk team properly creates, classifies, escalates, resolves, and closes service requests. * Monitor all project problem-solving groups regarding ticket management. * Review and update escalation matrices and scope definitions per problem-solving group. * Prepare incident management reports demonstrating operational management performance for the project. * Identify errors occurring in business protocols to implement corrective actions. * Develop improvement plans for the most impacted services within the project. * Update processes and procedures associated with this role. * Generate reports and analyses to identify areas for improvement. * Opportunity to lead a team and contribute to continuous improvement. * Foster interdepartmental collaboration and identify opportunities for improvement and growth. **Requirements and Qualifications** Requirements and Competencies: * Technical degree or completion of at least five semesters of university-level professional education in Systems Engineering and/or Information Technology Management and/or Electronic Engineering. * ITIL 4 Foundation Certification. * Minimum of 2–3 years’ experience managing incidents and fulfilling requests. * Minimum of 2–3 years’ experience in Service Desk projects applying ITIL methodology. * ITIL 4 Foundation Certification Required. * Active listening skills and ability to communicate information clearly. * Empathy in interactions and assertiveness in communication. * Effective negotiation and problem-solving skills. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow—together. Here, every action counts, and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you’re a disruptive thinker, committed to continuous learning, and innovation is in your DNA—then we’re exactly what you’re looking for. Come and let’s build a better future—together!