Service and Maintenance Engineer - Software Platform

Our client is a Portuguese company focused on the development of technological products and consequent implementation in international projects at the service of governments and society in general and is recruiting a Service and Maintenance Engineer to support, maintain, and continuously improve our software platform. The ideal candidate will have a strong background in software service management, a minimum of five years of relevant experience, and ITIL certification.

This role is critical to ensuring the reliability, performance, and availability of our platform while adhering to best practices in incident, problem, and change management.

Key Responsabilities:

• Manage and maintain the health and performance of the software platform in production and staging environments.
• Monitor and respond to incidents, ensuring timely resolution and root cause analysis.
• Apply ITIL best practices in service operations, including incident, problem, change, and configuration management.
• Coordinate with development and infrastructure teams to address system issues and improvements.
• Document procedures, known errors, and system configurations.
• Proactively identify areas for automation and process improvement.
• Ensure service-level agreements (SLAs) are met and properly reported.
• Participate in on-call rotations and after-hours support when necessary.

• Minimum 5 years of experience in a service or maintenance engineering role, preferably in a software or SaaS environment.
• ITIL certification (Foundation or higher) is required.
• Strong troubleshooting skills and a methodical approach to problem-solving.
• Experience with monitoring tools, ticketing systems (e.g., Jira, ServiceNow), and incident management workflows.
• Knowledge of cloud platforms (e.g., AWS, Azure) is a plus.
• Strong communication skills and the ability to collaborate across cross-functional teams.
• Fluent in English, both written and spoken.