Incident & Problem Manager Team Lead

Challenge yourself and us

At AdvanceWorks, we learn together, grow together, and have fun together. And we do all this while creating great software solutions for clients across many industries and geographies.

We are constantly challenging ourselves and each other to use the latest technologies and the best methodologies and make sure we walk the talk.

About the project

You’ll join a strategic project within a major banking environment, focused on evolving and maturing the Incident & Problem Management function.

The project goes beyond the management of individual incidents, with a strong focus on improving the overall process, identifying gaps and risks, strengthening operational resilience, and moving from a reactive approach towards prevention and continuous improvement.

You’ll work in a highly collaborative environment, interacting with Incident Managers, technical teams, application teams, and different levels of stakeholders. The project also includes the use of data, DORA metrics, automation, and AI to improve incident reporting, decision-making, and operational processes.

What will be your role

We are looking for an Incident & Problem Manager Team Lead to lead the Incident Management team while driving the strategic evolution of Incident & Problem Management processes.

You’ll combine team leadership with a strong strategic and analytical focus, assessing the effectiveness of current processes, identifying gaps and risks, and defining opportunities for continuous improvement.

You’ll also act as a Problem Manager, leading root-cause investigations for recurring incidents and ensuring that appropriate corrective and preventive actions are identified and implemented.

You’ll be expected to work autonomously and proactively, challenge existing processes, identify opportunities for improvement and automation, and communicate effectively with both technical teams and senior stakeholders.

Your responsibilities will include

• Leading and managing the Incident Management team, ensuring the right capabilities and resources are in place.

• Defining and evolving the strategy for incident response, considering operational risks, business impact, and resolution times.

• Assessing Incident & Problem Management processes, identifying gaps, risks, and opportunities for improvement.

• Monitoring DORA metrics and other operational indicators to drive continuous improvement.

• Acting as Problem Manager, leading root-cause analysis and corrective actions for recurring or major incidents.

• Creating and maintaining runbooks and procedures for recurring incident scenarios.

• Defining and evolving the operational resilience plan, identifying risks and dependencies.

• Identifying opportunities to automate reporting and Incident & Problem Management processes, including through AI.

• Analysing incident trends and coordinating with technical teams to drive application and service improvements.

• Communicating incident status, risks, trends, and improvement initiatives to technical and senior stakeholders.

What should you bring to the team

• Professional experience leading Incident and/or Problem Management teams.

• Strong knowledge of Incident & Problem Management processes and root-cause analysis.

• Experience identifying operational risks, process gaps, and opportunities for continuous improvement.

• Strong analytical mindset, with experience working with KPIs and operational metrics; knowledge of DORA is a plus.

• Strong leadership and communication skills, with the ability to work with technical teams and senior stakeholders.

• Excellent problem-solving and decision-making skills, particularly in high-pressure situations.

• Proactive and strategic mindset, with the ability to drive initiatives and challenge existing ways of working.

• Good written and spoken English communication skills

• Availability to work in a hybrid model in Lisbon, with 2 days per week onsite.

Nice to have

• Experience in banking, financial services, or other business-critical environments.

• Familiarity with ITIL, DORA metrics, or IT Service Management frameworks.

• Experience with ITSM tools such as ServiceNow or Jira Service Management.

• Experience with automation or AI applied to reporting, incident management, or operational processes.

• Previous experience with operational resilience, continuous improvement, and service reliability initiatives.

What is in it for you

• An amazing informal culture of smart, hardworking, and friendly people who support and care about each other.

• A mentorship program from day one.

• The opportunity to work with real-world operational data from tolling and Intelligent Transportation Systems.

• The opportunity to work on large-scale data and cloud projects using modern technologies.

• Formal training and certifications in data, cloud, and engineering excellence.

• Access to cutting-edge tools and technologies.

• A dynamic company where your ideas matter more than job titles.

• Flexibility with responsibility.

• A Rubber Duck to help you debug those tricky data pipelines.

Don’t hold off any longer and apply now!

• If you have any questions, drop us a line at [email protected]