Incident Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Oversee and implement incident and problem management processes for a prominent client in the banking sector.

• Facilitate incident debriefs within established SLAs and collaborate with functional teams to assign problem ownership.

• Represent all incidents during service review meetings and ensure that post-incident reports are thorough and precise.

• Conduct problem review calls and provide consistent updates.

• Review post-incident reports throughout the entire problem-management lifecycle.

• Ensure that Root Cause Analysis (RCA) is thoroughly completed and that actions are taken to prevent recurrence.

• Monitor and enhance ITIL incident and problem process governance and execution across the sector.

• Contribute to service reviews by analyzing incident and problem KPIs and identifying trends and opportunities for improvement.

• Provide problem-management reviews for P1/P2 Major Incident Management (MIM) issues initiated across the sector.

• Oversee IT control compliance and address remediation of incident and problem process risks.

• Ensure adherence to SLA and OLA requirements.

⛳️ Requirements

• Proficient communication skills in both Spanish and English.

• Familiarity with ITIL incident and problem management processes.

• Capability to meet SLA and OLA requirements.

• Competence in governing and executing incident and problem management processes.

• Ability to complete and verify the accuracy of post-incident reports.

• Proficient in conducting Root Cause Analysis (RCA).

• Skill in monitoring IT control compliance requirements and addressing process risks.

🏝️ Benefits

• 100% teletrabajo / Employees can work remotely.