Incident Manager (QoS Major Incident Management Team)

📍 Location: Barcelona, Spain – Hybrid (Barcelona City Center office presence required, not daily)

💼 Contract Type: Full-time – Permanent

🗓️ On-call: One week on-call duty every 3–4 weeks

🌍 Languages: Native/very fluent French (C2), English (C1+/native), and fluent/native Spanish are mandatory

About the Role:

We are seeking Senior Incident Managers to join the Quality of Service (QoS) Major Incident Management Team in Barcelona. This is a highly operational and demanding role, requiring strong executive communication skills, transversal IT knowledge, and resilience under pressure.The Incident Manager acts as the primary escalation point during major IT incidents, coordinating teams across infrastructure, applications, and business, while maintaining clear communication with C-Suite executives.

Key ResponsibilitiesLead and coordinate the resolution of major IT incidents with minimal disruption.

Act as a trusted point of contact for executives and stakeholders during crisis events.

Coordinate efforts across cross-functional IT and business teams, vendors, and partners.

Communicate effectively across multiple channels (Teams, Outlook, phone).

Document incidents, root cause analysis, and drive preventive actions.

Ensure compliance with internal IT governance and external regulations.

Participate in on-call rotations (1 week every 3–4 weeks).

Required Skills & QualificationsLanguages: Native French + Fluent/Near-native English (C1/C2) + Fluent/Native Spanish.

Seniority: Proven experience managing executive-level communications.

Education: University degree required; Master preferred.

Certifications: ITIL Foundation (minimum).

Knowledge:

Broad IT knowledge (infrastructure, networks, cloud, security, apps).

Familiarity with IT regulations: DORA, ISO, NIST, BCP, Security.

Soft Skills: Resilience under stress, multitasking, excellent written and verbal communication.

Desired Skills:

Additional languages: German, Italian, Portuguese, Arabic.

Advanced ITIL or crisis management certifications.

Practical experience with monitoring and incident management platforms.Technical EnvironmentCloud & Infra: Azure, AWS, Windows, UNIX, Linux.

Security & Network: Avaya, Cisco, Palo Alto.

Tools: ServiceNow, DevOps, Jira, Confluence, Excel, Power BI.