Incident Manager

Overview

As Incident Manager, you will design and govern a robust incident management framework to ensure product availability and trust. You'll act as the central orchestrator during critical events, coordinating cross-functional teams and aligning with governance. You will drive continuous improvement through blameless post-mortems and proactive risk mitigation. Your work enables faster, more consistent responses and clearer executive reporting. This role sits in Tech Excellence, shaping resilient, efficient technology that underpins customers' businesses.

Retribuzione / Benefits

• short working week (Friday afternoons)
• flexible hybrid work
• tailored welfare plan for wellbeing
• personalised development programme
• supportive, inclusive culture
• focus on sustainability and innovation

Responsabilità

• Improve the end-to-end incident management operating model with clear workflows, severity levels, and escalation paths across the product portfolio
• Coordinate cross-functional responses involving Technical Teams, Product Owners, DPO, Legal, Cybersecurity, and Customer Success during major incidents
• Facilitate post-mortem analyses and blameless root cause reviews to translate incidents into actionable improvements
• Develop and manage prevention policies and trend monitoring to reduce incident frequency and impact
• Translate technical crisis data into clear narratives and KPIs (e.g., MTTR, MTTD) for executive decision-making and stakeholder confidence

Requisiti fondamentali

• Minimum 5 years of experience in Incident Management, Service Management, or high-stakes Technical Operations in mission-critical or regulated environments
• Experience in 24x7x365 operations with strong SLA and regulatory compliance understanding
• Proven ability to navigate complex, multi-country, multi-unit stakeholder environments
• Experience defining and scaling processes in organizations establishing standardized frameworks
• Outstanding communication skills and ability to maintain clarity in crisis situations
• Advanced English (C1 or above); knowledge of Spanish or French a plus
• leadership under pressure
• diplomacy and stakeholder management
• clear, concise communication
• Incident Management
• Service Management
• Technical Operations