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. The Group Technology team coordinates the Group's technology area to develop its strategy consistently with the overall business and product objectives. 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.

Responsibilities

Improve 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; Orchestrate 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; Drive Continuous Improvement: facilitate structured post-mortem analyses and "blameless" root cause reviews to translate incidents into actionable technical and process improvements; Develop and manage prevention policies and trend-monitoring systems to identify systemic risks, aiming to significantly reduce incident frequency and impact; Translate technical crisis data into clear, effective narratives and KPIs (e.g., MTTR, MTTD) to enable informed executive decision-making and maintain stakeholder confidence

Requirements

Minimum 5 years experience in Incident Management, Service Management or high-stakes Technical Operations; 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); Growth mindset; Entrepreneurship; Innovation; Inclusion

Nice to have

Preferably, experience in mission-critical and/or regulated environments (e.g., Fintech, Banking, Insurance, large-scale E-commerce, or regulated Software Houses); Knowledge of Spanish or French is a plus

Benefits

Light Friday — no work on Friday afternoons; Wellbeing Digital Wallet: from €3,850 per year, a personal budget to support your wellbeing: travel, medical expenses, parental support, sports, and reimbursements for personal services such as childcare, caregiving, and more; Hybrid work flexibility with autonomy over when to come into the office; Tailored learning paths and concrete development opportunities within a continuously evolving international group; Inclusive workplace built on trust, collaboration, and the value of diverse perspectives; Daily work to create value for people, businesses, and communities through digital technology