Incident Manager

About the company

Because working at Sopra Steria also means feeling Sopra Steria.

We are a recognized European leader in consulting, digital services, and software development, with nearly 56,000 employees in almost 30 countries and more than 4,000 in Spain. We focus on people, on their training and professional development, which drives us to grow and constantly improve.

We have a passion for digital and, just like you, we seek the best of adventures. We want your day-to-day to become your greatest inspiration. For you to learn, contribute, have fun, grow, and, above all, enjoy to the fullest.

If you want to be part of a “Great Place to Work” team, keep reading!

Your tasks

We would like to hire an Incident Manager who will join the client's ITSM team to coordinate and manage critical incidents. They will collaborate with the client's various teams and stakeholders and follow up on corrective actions.

Responsible for the governance, coordination, and execution of the Incident Management process, ensuring rapid service restoration and minimizing business impact.

Lead the management of critical incidents (P1/P2), coordinating technical teams, providers, and business areas to ensure effective resolution within the established SLAs.

Facilitate and direct Major Incident Management (MIM), ensuring clear and timely communication with all stakeholders.

Supervise the complete incident lifecycle, from detection and escalation to resolution and closure.

Ensure that all documentation associated with incidents is complete, accurate, and up to date.

Ensure the representation of Incident Management in service reviews and operational meetings, providing visibility on relevant incidents and associated risks.

Monitor compliance with SLAs, OLAs, and incident management KPIs, identifying trends and improvement opportunities.

Requirements

More than 3 years of experience in Incident Management, facilitating incident reviews and leading remediation activities and follow-up of corrective actions.

More than 2 years with ITIL Foundation certification or higher, applying best practices in IT service management and incident management.

ENGLISH: C1

What we offer

What do we have for you?

• Permanent contract and full-time position
• 23 days of vacation
• Continuous training: technical, transversal, and language skills. We offer access to certifications, training from the main Technological Partners, online platforms, and much more!
• Life and accident insurance
• Possibility to join our flexible compensation (medical insurance, childcare vouchers, transport, meals, and training)
• Access to Privilege Club, where you will find interesting discounts from major brands
• Personalized and detailed onboarding. We accompany you at all times so that you feel #soprano from the very first moment.
• Office with spaces reserved for leisure. Work and fun combined!
• Companionship and a good atmosphere; we value the power of unity.

And most importantly… You have the possibility to develop your professional career with us: Together, we will create a personalized career plan. You will train, we will set objectives, and we will carry out follow-ups to ensure we achieve them together. We listen to your priorities and fight for them.

Other

The world is how we shape it At Sopra Steria, we are committed to creating a diverse and inclusive environment, evaluating each candidacy objectively, based on their competencies and experience. We firmly believe that diversity of experiences and perspectives is what drives our innovation.