Incident Manager

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

📋 Description

• Manage critical incidents or Major Incidents (P1/P2)

• Lead and coordinate bridge calls / war rooms during incidents

• Simultaneously coordinate multiple technical teams or vendors

• Handle escalations and monitor until service restoration

• Communicate incident status to technical leads, management, and/or business stakeholders

• Prepare incident documentation, executive reports, and Post Incident Reviews

• Open and manage problems related to incidents

• Participate in innovative IT consulting projects with updated technologies

⛳️ Requirements

• Experience managing critical incidents or Major Incidents (P1/P2)

• Experience leading or coordinating bridge calls / war rooms during incidents

• Experience simultaneously coordinating multiple technical teams or vendors

• Experience managing escalations and working under pressure

• Experience in following up on incidents until service restoration

• Experience communicating incident status to technical leads, management, and/or business stakeholders

• Experience preparing incident documentation, executive reports, and/or Post Incident Reviews

• Experience in opening and managing problems related to incidents

• Knowledge and compliance with SLAs, prioritization, impact, urgency, escalation, and incident lifecycle

• Familiarity with ServiceNow

• Familiarity with BMC Helix

• Proficiency in the Office suite

• Knowledge of equipment and elements in IT environments

• C1 level English, with the ability to adapt to different accents based on region

• Ability to lead technical discussions

• Ability to work under pressure

• Ability to politely interject, seek clarifications, redirect conversations, and assign actions during a crisis

• Ability to explain technical situations in an understandable manner to non-technical interlocutors

• Ability to draft professional communications and reports in executive English

• Clear, direct, and structured communication

• Situational leadership

• Ability to remain calm under pressure

• Ability to make decisions with incomplete information

• Ability to conduct meetings with senior technical profiles

• Conflict management skills

• Ability to demand actions without causing unnecessary confrontations

• Service restoration orientation and SLA compliance

• Synthesis skills

• Strong stakeholder management abilities

🏝️ Benefits

• Career development plan based on experience and personal potential

• Training program in technological skills

• Flexible compensation: health insurance, meal vouchers, childcare, and transportation card

• Salary remuneration in line with the experience provided