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Job description


Critical Escalation & RCA Support (24519)

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    Full Time
  • IWG


Critical Escalation & RCA Support

Portugal / Europe


About IWG

We’re changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So, we made it our mission to help millions of people have a great day at work – every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour’s coworking to multi-year office space leases, we enable people and businesses to work where, when and how they want.


Technology in IWG

We’re focused on delivering seamless digital propositions which allow customers to instantly manage their requirements and position IWG as the “Digital First” workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data or Cloud Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we’re always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.




  • The Critical Escalation & RCA Support manager is responsible for end-to-end management of all IT Major Incidents and the RCA process.
  • You will leverage technology to issue all communications and providing key stakeholder management.
  • Lead, drive, facilitate and chair all investigation activities, meetings and conference calls.
  • Form collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.
  • Matrix management of people, processes and resources including third parties to move forward to resolution.
  • Accountable for resolving the outage via workaround or permanent fix.
  • Ensuring all administration and reports are maintained and up-to-date.
  • Supporting and nurturing process improvements and knowledge base improvements.
  • Continually maintaining and developing tools and resources to manage major incidents effectively.
  • Provide periodic major incident metrics reports.
  • Provide L1/L2 support and escalation point for our call centres.



  • Experience in major incident & RCA management.
  • Ability to handle and perform in stressful situations.
  • Skilled in driving the resolution of complex problems with information technology software and hardware.
  • Degree in computer sciences or equivalent and/or relevant voice certifications is a must
  • You have a good understanding of cloud computing technologies, business drivers, emerging technologies & trends and the impact they have.
  • Excellent analytical, communication, negotiation, influencing skills that allow you to communicate effectively to stake holders at all levels including Executive Directors
  • Extensive experience in MS systems
  • Solid understanding of information processing fundamentals and best practices
  • Experience in people management and supporting the development of others
  • Strong organisational and problem-solving skills
  • Dynamic, clear and flexible out of the box thinker
  • Fluency in English

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Porto, Portugal
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