Senior Major Incident and Problem Manager

Descripción del puesto / Funciones

• Lead and manage major incidents and problem resolution processes to minimize service disruptions.
• Act as a single point of contact for critical incidents, coordinating with technical teams and senior stakeholders.
• Provide clear and effective communication to both technical teams and executive leadership.
• Analyze incident trends and implement problem management strategies to prevent recurrence.
• Ensure compliance with IT regulations such as DORA, ISO, NIST, BCP, and Security standards.
• Work with Azure environments to oversee technical service delivery.
• Participate in on-call rotations (one week every 3-4 weeks).
• Attend office in Barcelona City Center as required (not daily).

Requisitos mínimos

- Languages: French and English (Native/C1 level) – Mandatory. Additional languages (German, Italian, Portuguese, Arabic) are a plus.
- Education: University degree required; Master’s degree preferred.
- Experience: Senior-level expertise in IT service management with transversal IT knowledge.
- Certifications: ITIL Foundations (at least).
- Soft Skills:

Strong resilience and ability to work under high-pressure situations.
Excellent written and verbal communication skills.
Strong multitasking and analytical skills to process and retain information from multiple sources simultaneously.
Ability to engage and communicate effectively with C-suite executives.
Technical Environment:
Cloud: Azure
IT Regulations & Standards: DORA, ISO, NIST, BCP, Security