Incident / Process Manager

Job Description

We are seeking experienced Incident Managers / Service Operations Specialists to support enterprise IT operations for one of our strategic global clients.

The role focuses on Major Incident Management, operational coordination, service restoration, stakeholder communication, and ensuring compliance with agreed SLAs in complex enterprise landscapes.

The ideal candidate has strong operational coordination skills, excellent communication capabilities, and experience handling critical incidents in international environments.

Responsibilities

• Manage and coordinate Major Incidents (P1/P2) end-to-end across enterprise IT environments.
• Act as Single Point of Contact (SPOC) during critical incidents and operational escalations. 
• Coordinate technical resolver teams, vendors, and stakeholders to restore services within agreed SLAs.
• Monitor incident progress, escalations, timelines, and recovery activities.
• Ensure clear and proactive communication toward business and technical stakeholders throughout the incident lifecycle.
• Support root cause analysis (RCA) and post-incident review activities.
• Track operational KPIs and contribute to service improvement initiatives.
• Ensure documentation quality and compliance with ITSM governance standards.
• Support Problem Management and Change Management coordination where required.
• Collaborate closely with Nearshore, Offshore, and cross-functional operations teams.
• Maintain operational stability and support continuous service improvement initiatives.

Required Skills & Experience

• Experience in Incident Management, Major Incident Management, or IT Operations.
• Strong understanding of ITIL-based operational processes. 
• Experience working in SLA-drivaen enterprise support environments.
• Ability to coordinate technical and business stakeholders under pressure.
• Strong communication and organizational skills.
• Experience with enterprise service management tools such as ServiceNow, Jira, Remedy, or similar.
• Understanding of operational governance and escalation management.
• Ability to analyze incidents and support resolution coordination.
• Very good German and English language skills.

Benefits

• Medical insurance – Because your health and that of your family is our top priority. You’re covered!
• Holiday flat in Valencia – Dreaming of sunny days in Spain? Our company flat is ready for your next getaway.
• Gifts for special occasions – We love celebrating you! Expect thoughtful surprises on Easter, Women’s Day, Father’s Day, and more.
• Anniversary gifts – Each work anniversary is a milestone worth celebrating, and we’ll continue to mark every year you spend with us with a special gift.
• Team-building events – We value connection beyond work, offering engaging team experiences in great locations to inspire collaboration and fun.
• End of the year celebrations – We wrap up each year with a special celebration, filled with joy, laughter, and unforgettable moments.
• Day off on your birthday – Your special day is yours to enjoy, no work required!
• Monthly massage day – Treat yourself to a relaxing massage at the office once a month.
• Monthly themed lunch – Delicious food and great company – let’s keep sharing laughs and stories around the table each month.
• Community and social initiatives – We bring people together through activities like Bring Kids to the Office Day, donation drives, tree planting, sporting events, decorating the Christmas tree with your colleagues, celebrating new office openings, Principal33’s anniversary, Exchange Office, and more!
• Access to Udemy Learning Platform – We know growth matters, so you now have unlimited access to thousands of courses on Udemy. Develop your skills, anytime, anywhere!
• German Language Courses – We offer dedicated language courses to help you develop your German skills, supporting both personal and professional growth.
• SAP Courses – We’re preparing to launch specialized SAP training sessions to support your professional development and boost your expertise in this valuable field.
• Personal & Professional Growth – We support your development through masterclasses with experienced trainers and are open to investing in courses and training that help you grow.