IMS Incident - Major Incident & Problem Manager

Tata Consultancy Services; Madrid; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Ticket restaurant plan

Childcare Ticket

Transport Ticket

Health Insurance

Home office support

Job summary

Tata Consultancy Services Spain in Madrid seeks an experienced IMS Incident - Major Incident & Problem Manager to govern incident management across IMS, ensure SLA compliance and data quality, and coordinate P1/P2 responses.

The role requires 5 years of hands-on experience, ITIL and ServiceNow ITSM proficiency, and the ability to lead cross-functional RCA using 5 Whys. The company offers growth opportunities, a permanent contract, and flexible benefits.

Qualifications

• Minimum 5 years of experience in Incident, Major Incident and Problem Management.
• Strong governance and SLA adherence skills.
• Experience coordinating P1/P2 responses and crisis calls.
• Proficient with ServiceNow ITSM and ITIL frameworks.
• Familiar with RCA and 5 Whys methodology.

Responsibilities

• 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.
• ServiceNow ITSM
• ITIL
• Root Cause Analysis (RCA)
• 5 Whys Methodology
• Operational Reporting & Governance

Skills

Incident management

Major incident management

Problem management

Governance

SLA adherence

P1/P2 coordination

Root cause analysis

5 Whys

Tools

ServiceNow ITSM

Job description

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!

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

Years' experience: 5 years

Workplace: Madrid

Work Schedule: regular office hours

Permanent contract - We offer indefinite contracts from the first day.

Pay and benefits - Competitive salary and a flexible 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 annual performance-based compensation reviews.

Learn as you grow - Starting with a fantastic onboarding program, TCS has robust learning platforms that will allow you to learn and grow personal as professionally.

Bring your buddy - If you have referred a friend for an open position under the BYB Scheme and she/he is hired you’ll receive a very attractive cash award.

Connect globally - Work with people from all over the world. You can feel the multicultural workforce.

Benefit from being a TCSer – By being part of the TCS Spain family you can enjoy benefits, offers and corporate discounts on the best brands.

And so on - Appreciations, incentives, Team Building activities, diversity and inclusion programs, sustainability activities, corporative events... This has only just begun!

Tata Consultancy Services (TCS) is an Information Technology (IT) company founded in 1968 as part of the Indian Tata Group and is one of the top 3 technology companies globally

With a presence in 55 countries and more than 600,000 employees, TCS is considered one of the 10 best companies to work for worldwide in 2025 according to the Top Employers Institute

TCS Spain started operations in 2001 and currently has a diverse workforce that collaborates with the main Spanish and multinational companies

TCS Spain has been certified as a Top Employer 2025 and has also been chosen as one of the 100 Best Companies to Work for in Spain 2025 according to Forbes

Among the portfolio of services, TCS has information technology services, asset-based solutions, global consulting, engineering and industrial services, digital solutions and services, application maintenance and development, quality assurance and testing services, IT infrastructure and BPS

Responsible for development, TCS Spain is committed to inclusion, diversity and sustainability, and promotes flexibility policies that support wellbeing and work-life balance