Be part of Stefanini! At Stefanini we are more than 30,000 geniuses, connected from 41 countries, doing what they love and co-creating a better future. Surely you don't want to miss out! We are looking for an Incident Manager **Responsibilities and attributions** * Coordinate and manage the entire lifecycle of changes (request, evaluation, approval, implementation, and closure). * Evaluate and approve Change Requests (RFCs) considering impact, urgency, and risk. * Ensure that changes are carried out in a planned, tested, and documented manner. * Keep change management processes and procedures up to date, aligned with internal policies and external regulations. * Coordinate with technical, business, and help desk teams to establish maintenance windows and minimize disruptions. * Track implemented changes and produce reports on results and lessons learned. * Guarantee proper traceability and documentation of all changes made. * Continuously monitor the IT infrastructure to identify events and potential incidents. * Classify, prioritize, and assign events to the appropriate teams for resolution. * Implement and maintain event management processes to ensure a rapid and effective response. * Collaborate with the incident management team to escalate critical events and ensure prompt resolution. * Analyze recurring events and work on implementing long-term solutions to prevent future incidents. **Requirements and qualifications** * University degree in Systems Engineering, Computer Science, Telecommunications, or related fields. * Certification in **ITIL v4** * Experience in change management within IT services or help desk environments. * Knowledge of IT infrastructure, networks, and applications management. * Proficiency with ticketing and change management tools (e.g., ServiceNow, Remedy, Jira Service Management, or others). * Desired: knowledge of information security standards (ISO 27001\) and business continuity. * Knowledge of databases and data analysis. * **Effective communication:** Ability to explain technical changes to non-technical audiences and keep teams informed. * **Organization and planning:** Efficient handling of schedules, priorities, and maintenance windows. * **Results orientation:** Ability to meet objectives while ensuring service quality and continuity. * **Collaborative leadership:** Facilitate coordination between technical and business areas. * **Risk management and decision-making:** Assess scenarios, anticipate impacts, and make timely decisions. * **Conflict resolution:** Handle disagreements between teams or business priorities. * **Analytical thinking:** Ability to identify risks, causes, and effects of each change. **Additional information** Are you looking for a place where your ideas can shine? With over 38 years of experience and a global presence, at Stefanini we transform tomorrow together. Here, every action counts and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive person, committed to continuous learning, and innovation is in your DNA, then we are what you're looking for. Come and let's build a better future together!