Change & Problem Management SME (ITIL)
bridge351
Establish and enforce ITIL-based governance to ensure structured incident, problem, and change management. Drive root cause analysis, reduce recurring issues, and improve operational efficiency. Enable data-driven decision-making, ensure compliance with SLAs, and support continuous improvement initiatives to build a scalable, mature, and high-performing NOC operating model.
Your profile
- Bachelor’s degree in IT, Engineering, or related field.
- ITIL v3/v4 certification (mandatory).
- 8+ years of experience in Service Management, NOC, or IT operations.
- Strong experience in Incident, Problem, and Change Management processes.
- Proven experience leading major incident management (war rooms, escalations).
- Experience with ITSM tools (ServiceNow, Remedy, BMC).
- Strong analytical skills for RCA and trend analysis.
- Ability to define and enforce governance frameworks and KPIs.
- Experience working in telco or large-scale operations environments.
- Excellent communication and stakeholder management skills.
- Define and enforce Incident, Problem, and Change Management processes aligned with ITIL best practices.
- Lead major incident management activities, including war-room coordination and stakeholder communication.
- Conduct structured Root Cause Analysis (RCA) for recurring issues.
- Manage and maintain Known Error Database (KEDB).
- Analyze incident trends to identify systemic issues and improvement opportunities.
- Ensure proper prioritization, categorization, and resolution tracking of incidents.
- Oversee change approval processes and risk assessment frameworks.
- Coordinate cross-functional teams to ensure adherence to governance processes.
- Establish KPIs and metrics for service quality and operational performance. [BRM_Review...rvice (FP) | PowerPoint]
- Drive continuous service improvement (CSI) initiatives across NOC operations.
- Ensure compliance with SLA/OLA targets and reporting requirements.
- Provide training and coaching on ITIL practices to operational teams.
What can you expect from us?
Mind-blowing workplace culture. You will be integrated in a professional, dynamic and collaborative team.
100% Remote opportunities
We want you to have the flexibility to work where you feel most comfortable and productive.
International Career
- You can expect professional growth and to be connect with the world.
- We are represented in Portugal, Belgium, Luxembourg, and Denmark.
- And with projects in many other countries: Netherlands, Luxembourg, Singapore and in the United States of America (and a lot more is coming…)
If you wish to work with us and you are outside European Union (good news…) we are a Tech Visa Company, We will help!
As a plus, we provide Health and Life Insurance.