Incident Manager

Devoteam

. Govern and execute incident and problem management processes for a major banking-sector client .

Posted 10/26/2026full-timeRemote • SpainMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL incident and problem management processes, ensuring compliance with SLA and OLA requirements while effectively communicating in both Spanish and English. Capable of leading incident debriefs, conducting Root Cause Analysis (RCA), and monitoring IT control compliance to enhance service delivery.

Highest-signal resume keywords

ITIL Incident ManagementITIL Problem ManagementRoot Cause Analysis (RCA)SLA ComplianceBilingual Communication (Spanish and English)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident Management ProcessesProblem Management ProcessesPost-Incident ReportingKPI AnalysisProcess Risk Remediation

Soft Skills

Strong Communication Skills

Industry Keywords

Banking SectorIT Control ComplianceService Review MeetingsProblem OwnershipContinuous Improvement

About the role

Key responsibilities & impact

Govern and execute incident and problem management processes for a major banking-sector client
Lead incident debriefs within agreed SLAs and work with functional teams to establish problem ownership
Represent all incidents in service review meetings and ensure post-incident reports are complete and accurate
Lead problem review calls and provide regular updates
Examine post-incident reports throughout the problem-management lifecycle
Ensure RCA is fully completed and actions prevent recurrence
Monitor and improve ITIL incident and problem process governance and execution across the sector
Contribute to service reviews by understanding incident and problem KPIs and identifying trends and improvement opportunities
Provide problem-management reviews for P1/P2 MIM issues initiated across the sector
Monitor IT control compliance and remediation of incident and problem process risks
Ensure compliance with SLA and OLA requirements

Requirements

What you’ll need

Strong communication skills in both Spanish and English
Experience/knowledge of ITIL incident and problem management processes
Ability to meet SLA and OLA requirements
Ability to govern and execute incident and problem management processes
Ability to complete and ensure accuracy of post-incident reports
Ability to complete Root Cause Analysis (RCA)
Ability to monitor IT control compliance requirements and remediate process risks

Benefits

Comp & perks

100% teletrabajo / Employees can work remotely