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[Job - 27668] Squad Leader - Incident Management & Support Team, Portugal
Job Description
We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions. With over 8,000 CI&Ters around the world, we've built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.
Role Overview
Act as a Senior Squad Leader and Agile Delivery Lead, owning the effectiveness, maturity, and outcomes of a high-capacity support and incident management squad, including a dedicated build team. This role is responsible for leading a large team focused on L2 and L3 support, driving operational stability and delivery excellence while proactively managing communication with business stakeholders and clients.
Key Responsibilities
- Operational Leadership: Lead a large support team, balancing proactive incident prevention with reactive technical excellence and production stability ensuring clear ownership and strong collaboration across the squad.
- Incident Management Strategy: Oversee and improve incident management workflows (L2/L3), driving reductions in recurring issues, ensuring consistent SLA adherence and high-quality standards.
- Stakeholder Partnership: Act as a senior partner to Business and Client stakeholders, using strong communication skills to influence priorities, manage expectations, and report on critical incident resolutions with clarity and consistency.
- Backlog & Priority Management: Drive strategy for the support backlog, ensuring a healthy balance between incident resolution, technical debt, developing technical solutions and driving operational improvements.
- Agile Governance: Own and evolve the squad's ways of working, ensuring agile ceremonies drive decision-making and measurable outcomes for the support and development operation.
- Data-Driven Insights: Define and analyse operational metrics (SLA trends, incident volume, throughput, and quality), turning data into actionable improvements ensuring transparent, consistent reporting across the team.
- Risk Mitigation: Proactively identify systemic risks and delivery bottlenecks, addressing root causes through collaboration, effective escalation and recommending clear, pragmatic solutions.
Required Qualifications
- Extensive Experience: Proven track record as a Senior Squad Leader, Scrum Master, or Delivery Lead in complex software and support environments.
- Support Expertise: Strong background in operational support and incident management (L2 and L3 workflows) is highly required.
- Strong Communication: Demonstrated ability to influence senior stakeholders and maintain clear, proactive communication with clients and business teams, including translating complex technical incidents into simple, understandable updates for nontechnical audiences.
- Leadership Skills: Experience leading and developing large teams, with a focus on coaching and mentoring.
- Collaboration Skills: Proven ability to build strong working relationships across engineering, product, business teams, and external partners to maintain flow and resolve issues quickly.
- Agile Proficiency: Deep understanding of agile frameworks and scaling practices (Scrum, Kanban, Lean, DevOps) applied to support contexts.
- Tooling: Strong experience using Jira and agile delivery tooling to support data-driven decision-making and transparency.
- Operational Excellence & Quality Standards: Experience promoting high-quality ticket management practices, including clear documentation, consistent workflows, and strong operational standards across a support environment, quality ticket management practices, including clear documentation, consistent workflows, and strong operational standards across a support environment.
Language: Fluent in English.
Desired Qualifications
Strategic Alignment (OKRs): Solid knowledge of OKR (Objectives and Key Results) frameworks to ensure squad outcomes are directly aligned with broader business objectives and organizational goals.
AI-First Mindset: Familiarity with AI-driven delivery and support tools, reflecting our reality where human expertise unites with AI to create scalable solutions.
