Job Type






Major Incident Manager-IT (m/f/d) | Siemens Healthineers Amadora


Siemens Amadora Portugal

2 weeks ago

Do you want to help create the future of healthcare? Siemens
Healthineers is a place for people who dedicate their energy and passion to
this greater cause. It reflects their pioneering spirit combined with our long
history of engineering in the ever-evolving healthcare industry.

We offer you a flexible and dynamic environment where you have the space
to stretch beyond your comfort zone in order to grow personally and
professionally. Sound interesting?

Then come in
and join our team as IT Major Incident
Management. You will primarily manage major and severe
business impacting technology incidents, predominantly involving large scale
infrastructure issues, by coordinating real-time service restoration and
actively managing risk. This position is based out of Spain, and you will have
colleagues in regions such as Americas, EMEA and Asia Pacific.

Your mission and
• This Major Incident Manager position is a global position.
• This position requires the ability... to
exercise sound judgement and make decisions independently through direct
interaction with service owners, service desk, and service partners in a
high-pressure environment.
• A successful
candidate will lead day-to-day operational responsibilities by providing
structure and efficiency in the Major Incident process for the first shift in
their respective region.
• This position
plays a mission critical role in Service Operations: Incident Management,
Problem Management, Change Management and Major Events Planning.
• You will
provide by providing command, control and communication for Healthineers IT
Operations while driving adoption of best practices through our focus on
stability and improving operational transparency across the technology

Task and responsibilities:
• The role is an opportunity to primarily manage major and severe business
impacting technology incidents, predominantly involving significant
infrastructure performance issues, by coordinating real-time service
restoration, actively managing risk, and ensuring precise and targeted
communications are distributed in a timely way.
• A Major Incident Manager is expected to act as a catalyst to accelerate
an incident response striving to reduce the duration and severity of business
• You are in the unique position to interact with people and teams
globally, across all levels of Healthineers, and influence decisions that have
a direct impact on operational stability.
• You would partner with the rest of the Operations Management team to
manage technical remediation calls and the assessment of impact to the
business, ensuring that all participating teams are focused on impact
remediation and providing timely incident communications to relevant
stakeholders. The position requires working under high pressure situations,
organizational and situational awareness, sound judgement and a strong
analytical ability.
• The role will also involve advising and consulting on processes related
to Incident Management, Problem Management and Change Management, as well as
the delivery of the other ITSM services. This role will require deep experience
in ITIL Service Operations processes and documented experience in highly
complex global organizations with significant outsourcing. The daily activities will include, but not
limited to, managing major incidents, ensuring problem management activities
are underway and follow up with the necessary stakeholders to review root cause
analysis and drive change that will bring additional operational stability to
the Siemens Healthineers.

Outside of the role there are opportunities for educational, training
and communication programs in technology, building relationships across IT, and
numerous opportunities to exemplify the Healthineers Purpose and Values.


Leadership skills:

o Excellent
communicator with the ability to create high quality verbal and written
summaries that are comprehensive, accurate and focused on business partner
understanding and impact.

o Highly motivated team player with a successful track record
of working collaboratively in a matrix organization.

o Ability
to lead with integrity and remain calm during stressful situations while
managing multiple demands and changing priorities

Crisis management skills:

o Prior
IT Major Incident Management experience required (within the Healthcare sector

o Ability
to rapidly absorb and understand complex technical situations under pressure

o Ability
to facilitate conversations with large groups of remote people

o Ability
to translate technical incidents into business terms

o Enthusiasm
to learn new technologies, make new contacts and influence the way IT operates

o Excellent
organizational skills, with the ability to manage multiple tasks simultaneously

Technical skills:

o Troubleshooting
skills within a support environment including a strong sense of commitment and
drive towards incident resolution

o Understanding
and experience of IT technologies-Network, Voice, Data Center, Cloud, End User
Computing. Application Mgmt practices.


ITIL V3/V4 certification

Project management
certification desired but not required

Ability to build strong
relationships and trust with users.

Ability to think critically and
understand the dependencies in connected systems.

Ability to work effectively and
efficiently with minimal supervision.

Provide detailed technical
designs for new technology deployments and monitoring concepts

Strong organizational,
analytical, and problem-solving skills.

History of balancing multiple
priorities simultaneously with the ability to adapt to the changing needs of
the users while meeting deadlines.

Critical attention to detail
and solid creative problem-solving skills.

Passion for solving operational
and business problems.

Experience and training in root
cause analysis.

Ability to work in a fast-paced
team environment

Location: Portugal (close to the offices in Oporto or in Lisbon)

Being part of our

global team: Siemens Healthineers is a leading global medical technology
company. 55,000 dedicated colleagues in over 70 countries are driven to shape
the future of healthcare. An estimated 5 million patients across the globe
benefit every day from our innovative technologies and services in the areas of
diagnostic and therapeutic imaging, laboratory diagnostics and molecular
medicine, as well as digital health and enterprise services.

about our culture? Our culture embraces different perspectives, open debate, and the will
to challenge convention. Change is a constant aspect of our work. We aspire to
lead the change in our industry rather than just react to it. That’s why we
invite you to take on new challenges, test your ideas, and celebrate success.

As an equal-opportunity employer we are happy to
consider applications from individuals with disabilities.

Organization: Siemens Healthineers


Experience Level: not defined

Full / Part time: Full-time
Amadora Portugal

Salary Criteria

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