About eXalt-Fi

Founded in 2018, eXalt-Fi is a consulting firm built on intrapreneurship, agility, and innovation. With over 1,300 collaborators, we specialize in Digital Transformation, Financial Services, Product & Project Management, and Technology (development, cloud, data, infrastructure, cybersecurity).

Since 2025, our Lisbon and Porto offices support major international clients, delivering impactful IT and business solutions within a global environment.

About the Client

We are supporting one of our clients, a leading international financial institution, in strengthening its IT services department. The team is responsible for global IT operations, ensuring system stability, service reliability, and continuous improvement across critical environments.

The Role

We are looking for an IT Incident Manager to join the IT Services department in Porto. This role is responsible for overseeing the full lifecycle of incidents, ensuring service disruptions are minimized and handled effectively. You will coordinate with multiple IT teams, communicate with stakeholders, and implement best practices to enhance incident response and resolution.

The position requires strong leadership, a solid grasp of ITIL standards, and the ability to work under pressure in a fast-paced international environment.

Key Responsibilities

• Manage the incident management process, ensuring timely logging, categorization, prioritization, and resolution.
• Act as the primary contact for incident communications, keeping stakeholders informed throughout the lifecycle.
• Collaborate with IT support teams to resolve incidents, lead root cause analysis, and implement corrective actions.
• Monitor incident trends and KPIs, preparing reports to identify opportunities for process improvements.
• Maintain incident management documentation (policies, procedures, knowledge base articles).
• Conduct training sessions on incident management practices and tools.
• Participate in post-incident reviews to assess effectiveness and enhance processes.
• Ensure compliance with ITIL standards and related frameworks.
• Manage escalations and ensure swift resolution of high-impact incidents.
• Promote a continuous improvement culture within the incident management function.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum 5 years’ experience in IT Service Management, with a focus on incident management.
• Advanced skills in Excel and Power BI.
• Strong knowledge of ITIL principles (certification preferred).
• Familiarity with incident management tools (e.g., ServiceNow).
• Strong communication and interpersonal skills for technical and non-technical audiences.
• Proven problem-solving ability and resilience under pressure.
• Experience with Python or other coding languages is a plus.

Working Conditions

• Location: Porto – Hybrid model.
• Contract type: Permanent or B2B.

👉 This is an excellent opportunity for an experienced IT Incident Manager to join a high-performing international environment, working at the heart of IT operations and service reliability.