Incident Manager

As Incident Manager, you will design and govern a robust incident management framework to ensure product availability and trust. You’ll act as the central orchestrator during critical events, coordinating cross-functional teams and aligning with governance. You will drive continuous improvement through blameless post-mortems and proactive risk mitigation. Your work enables faster, more consistent responses and clearer executive reporting. This role sits in Tech Excellence, shaping resilient, efficient technology that underpins customers’ businesses.
short working week (Friday afternoons)
flexible hybrid work
tailored welfare plan for wellbeing
personalised development programme
supportive, inclusive culture
focus on sustainability and innovation
Improve the end-to-end incident management operating model with clear workflows, severity levels, and escalation paths across the product portfolio
Coordinate cross-functional responses involving Technical Teams, Product Owners, DPO, Legal, Cybersecurity, and Customer Success during major incidents
Facilitate post-mortem analyses and blameless root cause reviews to translate incidents into actionable improvements
Develop and manage prevention policies and trend monitoring to reduce incident frequency and impact
Translate technical crisis data into clear narratives and KPIs (e.g., MTTR, MTTD) for executive decision-making and stakeholder confidence
Minimum 5 years of experience in Incident Management, Service Management, or high-stakes Technical Operations in mission-critical or regulated environments
Experience in 24x7x365 operations with strong SLA and regulatory compliance understanding
Proven ability to navigate complex, multi-country, multi-unit stakeholder environments
Experience defining and scaling processes in organizations establishing standardized frameworks
Outstanding communication skills and ability to maintain clarity in crisis situations
Advanced English (C1 or above); knowledge of Spanish or French a plus

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