ITSM MIM SDM at Planet

Porto, Porto, Portugal

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Payments, Retail, HospitalityIndustries

Requirements

Bachelor’s degree in information technology, Business, or related field
8–10 years of experience in IT operations, service management, incident response, with at least 5+ years in a MIM role
Proven track record in Major Incident Management, preferably in a 24/7 regulated environment such as financial services
Deep understanding of ITIL v3/v4; ITIL Foundation required, Intermediate/Managing Professional preferred
Experience working with monitoring and ITSM tools such as Coralogix, ServiceNow, Splunk, AppDynamics, PagerDuty, or BMC Remedy
Strong communication and stakeholder management skills, with experience

Responsibilities

Act as the single point of accountability for all major incidents affecting business-critical services
Serve as the Incident Commander for all Priority 1 (P1) and high-severity (P2) incidents affecting critical systems, ensuring timely triage, escalation, resolution, and stakeholder communication (working with the ITSM communication team)
Lead the Major Incident lifecycle: identification, impact assessment, coordination of response teams, root cause capture, and incident closure
Lead real-time war rooms, driving cross-functional teams to resolve incidents quickly and effectively
Deliver structured, risk-aware communications to executive stakeholders, including business leadership, compliance, and client-facing teams
Ensure accurate and timely documentation of incidents in ITSM tools (e.g., ServiceNow), and facilitate Post-Incident Reviews (PIRs) to drive remediation and service improvement
Ensure adherence to ITIL best practices for Incident, Problem, and Change Management
Monitor and report on incident KPIs, including MTTR (Mean Time to Resolve), SLA compliance, and service availability
Maintain readiness for regulatory audits, including compliance with PCI-DSS, DORA, GDPR, ACPR or ISO 27001 where applicable
Maintain a structured MIM framework aligned to ITIL v4 and operational resilience principles
Partner with Problem Management, Change Management, and Risk & Compliance to identify systemic issues and ensure closed-loop resolution
Continuously improve the major incident management process, leveraging ITIL CSI (Continual Service Improvement)
Report on MIM performance, trends, and risks to senior IT and business leadership
Participate in business continuity, disaster recovery (DR), and resiliency planning and testing

Skills

ITIL

ITSM

Major Incident Management

Incident Commander

Triage

Escalation

Stakeholder Communication

Service Recovery

Business Impact Assessment

Service Continuity

Planet

High-resolution satellite imagery subscription service

About Planet

Planet captures high-resolution satellite images of the Earth using a fleet of small satellites called Doves. These satellites provide near-daily, detailed imagery across eight different bands, allowing clients to monitor environmental changes, manage resources, plan urban developments, and respond to disasters. The company operates on a subscription-based model, giving clients access to a vast library of images and data analytics tools. This approach ensures consistent revenue as clients require ongoing updates. Planet differentiates itself by offering customized solutions and educational resources through Planet School, helping users effectively utilize their platform. The goal of Planet is to be a leader in the geospatial intelligence market, providing valuable insights through frequent and detailed Earth observation.

San Francisco, CaliforniaHeadquarters

2010Year Founded

$617.1MTotal Funding

IPOCompany Stage

Data & Analytics, AerospaceIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Sabbatical Leave

Remote Work Options

Wellness Program

Mental Health Support

Home Office Stipend

Phone/Internet Stipend

Tuition Reimbursement

Equity

Commuter Benefits

Volunteering Paid Time Off

Parental Leave

Risks

Increased competition from companies like Antaris threatens market share.

Recent layoffs may impact operational efficiency and innovation.

Expansion of partnerships may stretch resources, reducing service quality.

Differentiation

Planet operates the largest fleet of Earth-imaging satellites globally.

Their subscription model ensures continuous revenue from diverse sectors.

Planet's AI-driven analytics enhance satellite imagery insights significantly.

Upsides

AI-driven analytics can expand into agriculture and urban planning sectors.

Partnerships with platforms like UP42 enhance data offerings and capabilities.

Smart city management using satellite data offers new revenue streams.

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