Major Incident Manager

Major Incident Manager (FTC) Who we are

Ionik, a premier IT service provider located in Malaga and Madrid, empowers progressive businesses to boost operational efficiency, enhance productivity, and accelerate revenue growth through tailored, strategic solutions. We go beyond analysis. We drive innovation. We deliver innovative IT solutions across Enterprise and Corporate IT, enhancing operational efficiency. Our expertise in Information Security ensures robust data protection and compliance for our clients.

Through strong Project Management, we drive seamless execution of technology initiatives. We empower businesses to thrive in today’s dynamic digital environment.

Please note that this is a Fixed-term contract, for an initial 6 months duration

As a Major Incident Manager, you will lead the coordination, communication, and resolution of Major and High-impact incidents (severity incidents), ensuring timely recovery of services and clear stakeholder communication. This role bridges operational teams, leadership, and support functions to minimize business impact and maintain service stability.

• Take ownership of all major incidents (P1, P2, - any severity incidents) with significant business or service impact.
• Initiate and lead technical bridge calls when needed.
• Coordinate actions across resolver teams to ensure timely resolution.
• Maintain accurate incident timeline, impact details, and resolution steps.
• Prepare PMIRs as per process.
• Coordinate with Problem Management to ensure Root - cause investigations are initiated post-incident.
• Engage with Change Management when incidents are linked to ongoing or recent changes.
• Engage and keep close relationship with Service Desk, ensure close collaboration and smooth execution of Major Incidents.

• Issue initial notifications, regular updates, and closure summaries during major incidents as per communication process.
• Ensure communication tone and frequency are appropriate for business stakeholders.

• Support improvement of Major Incident handling through feedback and trend analysis and contributing to Monthly Reporting.
• Highlight any process gaps observed during incident handling.
• Ensure Service Desk is up to date following the correct process, hold trainings for Service Desk members when knowledge gap observed.

• Proven experience in Major Incident Management
• Strong understanding of ITIL principles (especially Major Incident, Problem, and Change Management).
• Excellent communication and stakeholder management skills.
• Ability to lead effectively under pressure with quick decision-making.
• Skilled at summarizing complex technical issues in business-friendly language.

• Hybrid working (3 days at home – 2 in the office)
• 25 days of annual leave + bank holiday
• Free breakfast, drinks and snacks throughout your workday
• Life insurance
• Health insurance for you and your family
• Flexible remuneration for meal tickets, public transport and childhood care
• Free English and Spanish language classes
• Free confidential psychotherapy sessions
• Gym membership subsidy (50% reimbursement - up to 35 EUR/month)
• Personal development budget (600 EUR / year)
• Corporate pension plan
• Company bus for your daily commute