Incident Manager - English & French

K-LAGAN; Madrid; Presencial; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A strategic technology services company in Madrid seeks an Incident and Problem Manager. This role involves managing critical IT incidents, coordinating with teams, and driving long-term solutions. Candidates must be fluent in English and French, with strong ITIL knowledge and crisis management experience. The position offers a hybrid model, with regular office attendance in Barcelona and various employee benefits, including team-building events and support for childcare.

Servicios

Permanent contract and stable project

Team building events

Career & training support

Birthday day off

Support with childcare and transport

Formación

• Advanced/native level of English and French is mandatory.
• Proven experience in incident and problem management within IT environments.
• Broad IT knowledge and expertise in ITIL methodologies.

Responsabilidades

• Manage and resolve critical IT incidents, ensuring efficient response times.
• Coordinate with internal teams and C-Suite executives to communicate incident status.
• Analyze recurring problems, identify root causes, and propose long-term solutions.

Conocimientos

Incident management

Problem management

Communication skills

ITIL methodologies

Crisis management

Educación

University degree (Master’s preferred)

Herramientas

Azure environments

Descripción del empleo

Overview

At K-LAGAN, we are waiting for you to keep growing together! We are an international strategic technology services company, deeply committed to our people and to society. We deliver solutions in IT services, engineering developments, electronics, and R&D projects.

Mission

As an Incident and Problem Manager, you will be responsible for managing and resolving critical incidents, coordinating with technical teams and executives to minimize business impact. You will oversee the identification of recurring problems, driving long-term solutions and process improvements. Note: An advanced/native level of both English and French is mandatory for this role.

Main Responsibilities

• Manage and resolve critical IT incidents, ensuring efficient response times.
• Coordinate with internal teams and C-Suite executives to communicate incident status and progress.
• Analyze recurring problems, identify root causes, and propose long-term solutions.
• Ensure compliance with IT regulations and standards such as ITIL.
• Participate in on-call shifts every 3 to 4 weeks.

Requirements

• Advanced/native level of English and French (mandatory).
• Proven experience in incident and problem management within IT environments.
• Broad IT knowledge and expertise in ITIL methodologies.
• Attend the Barcelona office two to three times per week.
• Strong written and verbal communication skills.
• Experience managing crises and liaising with senior executives.
• University degree (Master’s preferred).
• Experience with Azure environments.
• Knowledge of IT regulations: DORA, ISO, NIST, BCP, Security, etc. (a plus).
• Other languages such as Spanish, German, Italian, Portuguese, or Arabic (a plus).

What we offer

• Permanent contract and stable project.
• Hybrid model – Barcelona.
• Team building: barbecues, tech coffees, and more initiatives to stay connected.
• Continuous support: our TBM team will help you grow and receive valuable feedback.
• Career & training department: we’ve got you covered.
• Special events: Summer Dinner, Christmas Dinner, and Solidarity Day.
• Birthday day off – enjoy it however and with whomever you want.
• Support with childcare, transport (KM), and language courses.