Are you a IMS Incident - Major Incident & Problem Manager in Madrid seeking a new interesting challenge? ?

If your answer is yes, it’s your lucky day so keep reading, it can be just what you're looking for ?

✍️ WHAT WILL YOU DO?
We are looking for a dynamic, proactive and talented person to join our team and perform the following tasks:
• Own Incident, Major Incident and Problem Management governance across IMS
• Ensure incident lifecycle compliance, SLA adherence, backlog health and data quality
• Coordinate P1/P2 response, crisis calls, stakeholder updates and service restoration follow-up
• Validate problem candidates and assess recurring incidents for Problem Management
• Coordinate cross-functional root cause analysis using the 5 Whys methodology
• Assign, track and govern corrective actions, permanent fixes, workarounds and accepted risks
• Link related Incidents, Problems, Changes and Knowledge Articles in ServiceNow
• Report trends, KPI performance, recurring issues and improvement initiatives

? WHAT TECHNOLOGIES, METHODOLOGIES OR TOOLS WILL YOU USE?




• ServiceNow ITSM
• ITIL
• Incident Management
• Major Incident Management
• Problem Management
• Root Cause Analysis (RCA)
• 5 Whys Methodology
• Operational Reporting & Governance

? WHAT ARE WE LOOKING FOR?
Years' experience: 5 years
English: C1
? WHERE AND WHEN?
Workplace: Madrid
Work Schedule: regular office hours

? WHAT CAN WE OFFER YOU?
Permanent contract ? - We offer indefinite contracts from the first day.
Pay and benefits ? - Competitive salary and a adaptable compensation plan adapted to your needs (Ticket restaurant plan, Childcare Ticket, Transport Ticket and Health Insurance).
Work from home ?️ - We offer you a financial support every month for your working from home expenses. In addition, in the first month we will give you a bonus to help you to set up your workplace ?
Opportunity knocks ?? - Being a part of a growing company, we want to support your path with a career development plan and ann

📌 IMS Incident (Madrid)
🏢 Tata Consultancy Services
📍 Madrid