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Senior Incident Manager, America at WPP

Lead incident resolution, ensure IT service stability, minimize downtime.
Hybrid
On-Site
Brazil
Undisclosed salary
WPP is seeking a Senior Incident Manager to lead the resolution of critical incidents and ensure the stability and reliability of IT services. This role is crucial for maintaining operational efficiency and enhancing customer satisfaction. The Senior Incident Manager will report to the Head of Incident Management and Hardware Asset Management.Key Responsibilities:
  • Takes ownership of major incidents (P1/P2)
  • Acts as the central point of contact during high-severity incidents, coordinating with technical teams, stakeholders, and vendors.
  • Drives the incident resolution process, including identification, escalation, troubleshooting, and closure.
  • Provides clear and timely communication to stakeholders, including senior management, during incidents.
  • Ensures effective collaboration and alignment with incident, problem, and change management processes.
  • Monitors incident trends and performance metrics to identify areas for improvement.
  • Continuously refine incident management processes to enhance efficiency and reduce response times.
  • Leverages ITSM tools (e.g., ServiceNow, Jira Service Management) to manage and document the incident lifecycle.
  • Guides and mentors junior incident managers and service desk teams on incident handling best practices.
Requirements:
  • Strong knowledge of ITIL frameworks
  • Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent.
  • Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, Nagios, PagerDuty).
  • ITIL v4 Foundation certification (mandatory).
  • ServiceNow certification (preferred).
  • Exceptional communication and stakeholder management skills.
  • English fluency, Advanced level is required for this role
What WPP offers:
  • Challenging and stimulating work
  • Passionate, inspired people
  • Scale and opportunity
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WPP

WPP is a global creative transformation company leveraging creativity to build better futures for its stakeholders. With a presence in 110 countries and headquarters in New York, London, and Singapore, WPP offers integrated communications, experience, commerce, and technology solutions. The company partners with numerous major global corporations and organizations, including a significant representation in the FTSE 100, Fortune Global 500, Dow Jones 30, and NASDAQ 100. WPP is also recognized for its commitment to gender equality.