Inetum

Global IT services for digital transformation

Incident Manager

IT OperationsConfirmed live in the last 24 hours

Full-timeBilbao, Biscay, SpainNo salary listedRemote

About the Job

Requirements

Experience managing critical incidents or major incidents (P1/P2).
Experience leading or coordinating bridge calls or war rooms during incidents.
Experience coordinating multiple technical teams or providers simultaneously.
Experience managing escalations and working under pressure.
Experience following incidents through 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 opening and managing problems related to incidents.
Knowledge of service-level agreements (SLAs), prioritization, impact, urgency, escalation, and the incident lifecycle.
Knowledge of ServiceNow.
Knowledge of BMC Helix.
Knowledge of Microsoft Office.
Knowledge of equipment and components in IT environments.
English proficiency at C1 level, including the ability to adapt to different regional accents.
Ability to lead technical conversations.
Ability to interrupt politely, ask for clarification, redirect conversations, and assign actions during a crisis.
Ability to explain technical situations clearly to non-technical stakeholders.
Ability to write 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 lead meetings with senior technical professionals.
Conflict management.
Ability to request actions firmly without causing unnecessary confrontation.
Focus on service restoration and meeting SLAs.
Ability to synthesize information.
Stakeholder management.

Responsibilities

Lead or coordinate incident bridge calls and war rooms.
Coordinate multiple technical teams or providers during incidents.
Manage escalations and track incidents through service restoration.
Communicate incident status to technical leads, management, and/or business stakeholders.
Prepare incident documentation, executive reports, and/or post-incident reviews.
Open and manage problems related to incidents.
Lead technical discussions, direct meetings, and assign actions during incident response.

Descripción del empleo

En INETUM ofrecemos la oportunidad de integrarse en una empresa especializada en Consultoría IT, para participar en proyectos innovadores, con tecnologías actualizadas y con un plan de carrera y evolución a largo plazo.

Desde la línea de Sistemas de Inetum Norte, buscamos a un/a profesional que tenga experiencia como Incident Manager / Major Incident Manager.

Requisitos

Experiencias requeridas:

Gestionando incidentes críticos o Major Incidents (P1/P2).
Liderando o coordinando bridge calls / war rooms durante incidentes.
Coordinando simultáneamente varios equipos técnicos o proveedores.
Gestionando escalados y trabajando bajo presión.
Realizando seguimiento del incidente hasta la restauración del servicio.
Comunicando el estado de incidentes a responsables técnicos, management y/o negocio.
Elaborando documentación de incidentes, informes ejecutivos y/o Post Incident Reviews.
Apertura y gestión de problemas relacionados con los incidentes.

Conocimiento requerido:

Manejo y cumplimiento de SLA, priorización, impacto, urgencia, escalado y ciclo de vida del incidente.
Service Now.
BMC Hélix.
Paquete Office.
Equipamiento y elementos en los entornos TI.
Inglés C1, con capacidad de adaptación a los diferentes acentos según región.

Habilidades requeridas:

Liderar conversaciones técnicas.
Trabajar bajo presión.
Capacidad para interrumpir educadamente, pedir aclaraciones, redirigir conversaciones y asignar acciones durante una crisis.
Poder explicar una situación técnica de forma comprensible para interlocutores no técnicos.
Redactar comunicaciones e informes profesionales en inglés ejecutivo.

Competencias personales:

Comunicación clara, directa y estructurada.
Liderazgo situacional.
Capacidad para mantener la calma bajo presión.
Capacidad para tomar decisiones con información incompleta.
Capacidad para dirigir reuniones con perfiles técnicos senior.
Gestión de conflictos.
Capacidad para exigir acciones sin generar confrontaciones innecesarias.
Orientación a restauración de servicio y cumplimiento de SLA.
Capacidad de síntesis.
Buena gestión de stakeholders.

Información adicional

Ofrecemos:

- Retribución salarial acorde con la experiencia aportada.

- Plan de carrera: carrera profesional en función de la experiencia y potencial personal dentro de una compañía en continua evolución y con un sólido crecimiento.

- Plan de formación en competencias tecnológicas de acuerdo con las exigencias de los proyectos y clientes.

- Retribución flexible: retribución a la carta pudiendo elegir diferentes productos y modelar tú mismo cómo distribuirlos: seguro de salud, tickets de comida, guardería, tarjeta transporte, etc.

About the Company

Inetum

Global IT services for digital transformation

Inetum provides IT services for digital transformation in 26 countries, serving enterprises, SMEs, and public sector clients. It offers cybersecurity, cloud computing, predictive maintenance, and augmented reality, delivered through consulting, managed services, and proprietary software. It differentiates itself through a broad service portfolio, strategic partnerships with Microsoft and Sage, and a focus on tailoring solutions to fit each client’s needs. Its goal is to help clients adapt to a changing digital landscape, improving business agility and creating economic, managerial, and social opportunities.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Saint-Ouen, France
Founded: 1995

Recently Posted Jobs

Explore more opportunities at Inetum

See more jobs