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 versátil 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 pl

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