Incident Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Incident Manager based in Spain.

This role offers the opportunity to lead critical incident response operations and ensure business continuity in a fast-paced enterprise environment.
You will coordinate cross-functional teams to resolve high-impact technical issues while minimizing operational disruption.
The position combines IT service management expertise, technical awareness, and strong stakeholder communication skills.
You will play a key role in improving incident response processes and maintaining reliable technology operations.
This is an opportunity for an experienced IT professional to manage complex challenges and drive continuous improvement.
You will collaborate with technical teams, business leaders, and stakeholders to deliver effective solutions during critical situations.

As an Incident Manager, you will oversee the identification, coordination, and resolution of major IT incidents while ensuring clear communication and timely recovery. You will act as the central point of coordination during critical events and help strengthen operational resilience.

• Lead and coordinate the resolution of high-priority and major IT incidents to minimize business impact.
• Facilitate major incident bridge calls involving multiple technical teams and stakeholders.
• Manage incident response activities across infrastructure, applications, cloud platforms, databases, and networking environments.
• Ensure effective communication between technical teams, business stakeholders, and leadership throughout incident lifecycles.
• Provide regular incident updates, status reports, and executive-level summaries during critical events.
• Apply IT Service Management (ITSM) and ITIL best practices across incident management processes.
• Collaborate with Problem Management and Change Management teams to identify recurring issues and improve service reliability.
• Analyze incident trends, identify improvement opportunities, and contribute to operational process enhancements.
• Support post-incident reviews, documentation, and corrective action tracking.
• Manage multiple incidents and priorities effectively in a high-pressure enterprise environment.

Requirements

The ideal candidate is an experienced IT operations professional with strong incident management expertise and the ability to coordinate teams during critical situations. You should have excellent communication skills, technical understanding, and experience working within structured IT service environments.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
• 3–5 years of experience in Major Incident Management, IT Operations, or a related technical operations role.
• Hands-on experience working within IT Service Management (ITSM) environments.
• Strong understanding of ITIL processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
• Proven experience leading major incident bridge calls with multiple technical teams.
• Strong knowledge of enterprise IT infrastructure, including networking, cloud platforms, servers, applications, and database environments.
• Excellent verbal and written communication skills with the ability to engage technical teams, executives, and business stakeholders.
• Experience preparing executive-level incident summaries, reports, and operational communications.
• Strong analytical, troubleshooting, organizational, and decision-making abilities.
• Ability to remain calm and effective under pressure in mission-critical production environments.
• Ability to manage multiple priorities in a fast-paced and dynamic environment.
• Flexibility to work non-traditional schedules aligned with Eastern Standard Time (EST) business hours.

Benefits

• Fully remote work opportunity.
• Opportunity to manage critical technology operations within an enterprise environment.
• Exposure to complex infrastructure, cloud platforms, and large-scale IT operations.
• Role with significant impact on business continuity and service reliability.
• Opportunity to collaborate with diverse technical and business teams.
• Professional growth through experience with ITSM, ITIL practices, and incident management leadership.
• Dynamic environment focused on operational excellence and continuous improvement.
• Flexible remote working model supporting distributed teams.