Senior Incident Manager, Americas – WPP

Titulo da Vaga: Senior Incident Manager, Americas

Localização: São Paulo – SP

Descrição da Vaga: is the creative transformation company. 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.WPP and our award-winning agencies work with most of the world’s biggest companies and organisations – from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 307 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 20th in the FTSE 100 rankings for Women on Boards.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 Senior Incident Management and HAMWhat you’ll be doing:Key Responsibilitiest:

• Incident Management Leadership:

• 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.

• Communication and Stakeholder Management:

• 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.

• Ensure effective collaboration and alignment with incident, problem, and change management processes.

• Incident Monitoring and Reporting:

• 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.

• Process Improvement:

• 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.

• IT Service Management (ITSM):

• 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.

• Team Coordination and Training:

• 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:

• Technical Skills:

• 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).

• Certifications:

• ITIL v4 Foundation certification (mandatory).

• ServiceNow certification (preferred).

• Soft Skills:

• 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 or 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-OnsiteWPP 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.Please read our Privacy Notice ( ) for more information on how we process the information you provide.

Nome da Empresa: WPP

Salário:

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