Incident Manager

We are the leading Tech Company in Europe, supporting digital innovation for over 45 years. We are committed to bringing digital technology into every business. How? By putting customers first and becoming the go-to partner for professionals, small, medium, and large companies, offering customized solutions and services to optimize business processes-from HR and customer relations to e-invoicing and digital payments.

The Group Technology area is the beating heart of the Group's innovation. Within Group Technology, the Tech Excellence function is responsible for driving the highest standards across Security, Quality, Cost Management and Project Management. Our mission is to ensure that the Group’s technological landscape is not only innovative but also resilient, efficient and reliable.

In this context, we are seeking an Incident Manager to join the Tech Excellence team. This is a newly created, strategic role designed to take ownership of the incident management lifecycle, bridging the gap between technical recovery and corporate governance.

The primary mission of this role is to design, implement and govern a robust Incident Management framework from the ground up. You will serve as the central orchestrator during critical events, ensuring that our products - the backbone of our customers' business - maintain the highest levels of availability and trust. You will transition our response capabilities from reactive to a standardized, continuous improvement model.

You will be responsible for:

• Improving the Incident Management framework : proactively review and implement the end-to-end incident management operating model, focusing on clear workflows, severity levels and escalation paths across the entire product portfolio.
• Orchestrating Cross-Functional Response : lead the coordination of diverse stakeholders—including Technical Teams, Product Owners, DPO, Legal, Cybersecurity, and Customer Success - during major incidents, ensuring a unified and effective response.
• Driving Continuous Improvement : facilitate structured post-mortem analyses and "blameless" root cause reviews to translate incidents into actionable technical and process improvements.
• Proactive Prevention & Risk Mitigation : develop and manage prevention policies and trend-monitoring systems to identify systemic risks, aiming to significantly reduce incident frequency and impact.
• Executive Communication & Reporting : translate technical crisis data into clear, effective narratives and KPIs (e.g., MTTR, MTTD) to enable informed executive decision-making and maintain stakeholder confidence.

What skills are we looking for?

• Minimum 5 years experiencein Incident Management, Service Management or high-stakes Technical Operations, preferably within mission-critical and/or regulated environments (e.g., Fintech, Banking, Insurance, large-scale E-commerce, or regulated Software Houses).
• Expertise in high-pressure environments, such as 24x7x365 operations where service-level agreements (SLAs) and regulatory compliance are paramount.
• Demonstrated ability to navigate complexity, dealing with stakeholders across different countries and business units, varying levels of seniority and diverse backgrounds (legal, technical, customer operations and commercial) with confidence and diplomacy.
• Proven experience in defining and scaling processes in organizations where standardized frameworks are being established.
• Outstanding communication skills, with the ability to maintain leadership and clarity during critical situations.
• Advanced proficiency in English (C1 level or above); knowledge of Spanish or French is a plus.

Skills are important, but they are not enough. We seek individuals who, thanks to their growth mindset, view every challenge as an opportunity for growth and who embody the soft skills that set us apart, bringing our values to life.

• ENTREPRENEURSHIP - is the engine that drives us to excel, innovate and challenge ourselves for our own success and that of our company. We are proactive, responsible and customer- centric, always ready to question the status quo and achieve extraordinary results.
• INNOVATION - is the guiding light that illuminates our path as we move through an environment full of different experiences, knowledge and perspectives. We are not afraid of making mistakes; we work in an environment that is fertile for the development of innovative solutions.
• INCLUSION - is the sentiment that guides our relationships amongst individuals, each of whom has a different history and experience. We advocate for an inclusive work environment that values each person's unique characteristics.

What we offer:

We believe that by creating value for our people, we promote a culture of excellence, innovation and ethical andresponsible business practices.

We are a tech company, and our approach to work is far from being conventional! We believe in a dynamic environment where innovation, growth and wellbeing intertwine every day. Here, work is not just a set of tasks, but an opportunity to express talent, experiment and make a difference.

• WELLBEING : we have a short working week! You will not work on Friday afternoons, allowing you to devote time to your personal interests. To help you do this, we offer a welfare plan tailored to your needs, with many services and benefits for your wellbeing.
• FLEXIBILITY : we believe in mutual trust! You won't clock in and out, and you'll work in a flexible, hybrid way. And to make it easier for you, we'll give you everything you need to be productive and connected remotely.
• DEVELOPMENT AND GROWTH : we invest in people! You'll take part in a personalised development programme to build your skills and contribute to the achievement of the company's goals.
• DIVERSITY AND INCLUSIVITY : we value differences! You will work in an inclusive environment based on collaboration and respect. Our leadership is focused on trust and the growth of each talent.
• IMPACT : we work with pride! We are committed to creating shared value: for our customers, our partners and the community. In every project, we focus on sustainability and innovation.