Incident Manager

Critical Manufacturing is dedicated to empowering high-performance operations to make Industry 4.0 a reality with the most innovative, comprehensive, and modular MES software. We have a global presence, but our headquarters, and the main technical center, are in Porto (Maia), Portugal, where we develop a state-of-the-art solution for Semiconductor, Electronics, Medical Devices, and Industrial Equipment.

Recognized for the third consecutive year as a Leader by Gartner, we are part of ASMPT, the world's largest supplier of best-in-class equipment, and technological process partner for the electronics and semiconductor industries.

The role:  

Do you have experience in Incident Management and a passion for improving processes? Would you like to be part of a dynamic and challenging environment?  

We’re looking for self-motivated individuals who thrive in problem-solving and process improvement. If you think you’re a good fit for this role, team up and apply now as an Incident Manager.  

What you’ll do:  

• Manage the lifecycle of recurring issues, from identification to resolution
• Identify areas of instability or inefficiency
• Maintain and monitor known issues to proactively track potential escalations and identify the need for immediate resolution
• Work with several teams to define and implement action plans for both incident mitigation and problem resolution
• Propose, implement, and monitor changes to incident and problem management processes
• Lead post-incident analyses to identify root causes and improvement opportunities
• Maintain records of all major incidents and problems, including timelines, actions and root causes
• Prepare post-incident and problem reports for management and technical teams and ensure that knowledge is disseminated across all relevant stakeholders
• Serve as the primary point of contact for post-incident communications with internal and external teams
• Evaluate the post-incident actions and problem resolutions and track efficiency metrics

Requirements

What you must have:

• Experience in Incident Management
• Strong background in process improvement and proactive problem-solving
• Experience working in multi-customer environments
• Strong attention to detail
• Excellent English skills – spoken and written

What we consider a plus (not mandatory):

• Background in software development or programming
• Technical expertise in navigating large codebases

Diversity, Equity and Inclusion are a source of commitment and innovation

At Critical Manufacturing, we welcome and encourage applications from individuals of all backgrounds, regardless of disabilities, diverse abilities, identities, or experiences. Our commitment is to create an inclusive environment where everyone has equal opportunities to succeed and thrive. 

If you need accommodation during the recruitment process, please let us know - we're happy to support you.

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