Incident Manager

Overview

We are a leading technology company in Europe, supporting digital innovation for over 45 years. We provide customized solutions that optimize business processes across a wide range of products.

Responsibilities

• Design and implement a robust Incident Management framework from the ground up.
• Review and implement the end‑to‑end incident management operating model, focusing on clear workflows, severity levels and escalation paths across the product portfolio.
• Lead the coordination of stakeholders—including technical teams, product owners, DPO, legal, cybersecurity and customer success—during major incidents.
• Facilitate structured post‑mortem analyses and “blameless” root‑cause reviews to translate incidents into actionable improvements.
• Develop prevention policies and trend‑monitoring systems to identify systemic risks and reduce incident frequency and impact.
• Translate technical crisis data into clear narratives and KPIs (e.g. MTTR, MTTD) for executive reporting.

Qualifications

• Minimum 5 years experience in incident management, service management or high‑stakes technical operations, preferably in mission‑critical or regulated environments.
• Experience operating in 24×7×365 environments where SLAs and regulatory compliance are paramount.
• Demonstrated ability to navigate complexity and manage stakeholders across multiple countries, business units and seniority levels.
• Proven experience defining and scaling processes in organizations building standardized frameworks.
• Outstanding communication skills with the ability to maintain leadership and clarity during critical situations.
• Advanced proficiency in English (C1 or higher). Knowledge of Spanish or French is a plus.

Benefits

• Short working week: no Friday afternoons.
• Flexible, hybrid work model with complete remote‑work facilitation.
• Personalized development programme and continuous learning opportunities.
• Welfare plan tailored to wellbeing, including health and wellness services.
• Inclusive and collaborative culture based on trust and autonomy.
• Impact‑focused projects with sustainability and innovation at the core.