Senior Incident Manager, Americas –

Titulo da Vaga: Senior Incident Manager, Americas

Localização: São Paulo – SP

Descrição da Vaga: Detalhes da VagaEscolaridade Não InformadoSegmento Não InformadoSalário Não InformadoÁrea de AtuaçãoDiversos / OutrosO que você irá fazer

• We use the power of creativity to build better futures for our people, planet, clients, and communities.
• Working at WPP means being part of a global network of more than 115,000 accomplished people in 110 countries.
• WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.
• We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology.
• Why we’re hiring: Senior Incident Manager will lead the resolution of critical incidents and ensure the stability and reliability of IT services.
• The role involves managing high-severity incidents, collaborating with cross-functional teams, and driving process improvements to minimize downtime and enhance customer satisfaction.
• The role will report to Head of Incident Management and Hardware Asset Management.
• What you’ll be doing: Key Responsibilities: Take ownership of major incidents (P1/P2) to ensure timely resolution and minimal business impact.
• Act as the central point of contact during high-severity incidents, coordinating with technical teams, stakeholders, and vendors.
• Drive the incident resolution process, including identification, escalation, troubleshooting, and closure.
• Provide clear and timely communication to stakeholders, including senior management, during incidents.
• Deliver post-incident reports with root cause analysis, impact assessments, and preventive recommendations.
• Monitor incident trends and performance metrics to identify areas for improvement.
• Analyze data from ITSM tools to generate reports on incident volumes, response times, and resolution rates.
• Define and track key incident management KPIs to ensure process effectiveness.
• Continuously refine incident management processes to enhance efficiency and reduce response times.
• Identify recurring incidents and drive proactive measures to prevent future occurrences.
• Collaborate with Problem Management to ensure effective root cause identification and resolution.
• Leverage ITSM tools (e.
• g.
• , ServiceNow, Jira Service Management) to manage and document the incident lifecycle.
• Ensure adherence to ITIL best practices in incident resolution and service restoration.
• Guide and mentor junior incident managers and service desk teams on incident handling best practices.
• Lead war rooms and crisis management calls during major incidents.
• Develop and deliver training programs to improve incident management capabilities across the organization.
• What you’ll need: Strong knowledge of ITIL frameworks, especially Incident, Problem, and Change Management.
• Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent.
• Familiarity with monitoring and alerting tools (e.
• g.
• , Splunk, Dynatrace, Nagios, PagerDuty).
• ServiceNow certification (preferred).
• Exceptional communication and stakeholder management skills.
• Strong analytical and problem-solving abilities to drive swift incident resolution.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Who you are: You’re open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views.
• We are accepting of new ideas, new partnerships, new ways of working.
• You’re optimistic: We believe in the power of creativity, technology and talent to create brighter futures for our people, our clients and our communities.
• We approach all that we do with conviction: to try the new and to seek the unexpected.
• You’re extraordinary: We are stronger together: through collaboration we achieve the amazing.
• We are creative leaders and pioneers of our industry; we provide extraordinary every day.
• What we’ll give you: Passionate, inspired people: We promote a culture of people that do extraordinary work.
• Scale and opportunity: We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.
• Challenging and stimulating work: Unique work and the opportunity to join a group of creative problem solvers.
• Are you up for the challenge? #LI-Onsite WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability.
• We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.
• #J-18808-Ljbffr

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