Incident Manager
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As Incident Manager, you will design and govern a robust incident management framework to ensure product availability and trust. You’ll act as the central orchestrator during critical events, coordinating cross-functional teams and aligning with governance. You will drive continuous improvement through blameless post-mortems and proactive risk mitigation. Your work enables faster, more consistent responses and clearer executive reporting. This role sits in Tech Excellence, shaping resilient, efficient technology that underpins customers’ businesses.
- short working week (Friday afternoons)
- flexible hybrid work
- tailored welfare plan for wellbeing
- personalised development programme
- supportive, inclusive culture
- focus on sustainability and innovation
- Improve the end-to-end incident management operating model with clear workflows, severity levels, and escalation paths across the product portfolio
- Coordinate cross-functional responses involving Technical Teams, Product Owners, DPO, Legal, Cybersecurity, and Customer Success during major incidents
- Facilitate post-mortem analyses and blameless root cause reviews to translate incidents into actionable improvements
- Develop and manage prevention policies and trend monitoring to reduce incident frequency and impact
- Translate technical crisis data into clear narratives and KPIs (e.g., MTTR, MTTD) for executive decision-making and stakeholder confidence
- Minimum 5 years of experience in Incident Management, Service Management, or high-stakes Technical Operations in mission-critical or regulated environments
- Experience in 24x7x365 operations with strong SLA and regulatory compliance understanding xysqume
- Proven ability to navigate complex, multi-country, multi-unit stakeholder environments
- Experience defining and scaling processes in organizations establishing standardized frameworks
- Outstanding communication skills and ability to maintain clarity in crisis situations
- Advanced English (C1 or above); knowledge of Spanish or French a plus
- leadership under pressure
- diplomacy and stakeholder management
- clear, concise communication
- Service Management
- Technical Operations
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