Incident Manager - Global Payments Operations

Getnet Platforms; Madrid; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Dental insurance

Annual health care

Wellhub

60% on-site

Transportation allowance

Meal voucher

Santander Group affiliation

Job summary

Getnet Platforms in Madrid, Spain, is seeking an Incident Manager to drive the service strategy and lead incident management across global teams. The role emphasizes reducing resolution times, coordinating with Product, Platform, Development, Operations, and SDS stakeholders, and delivering proactive communications to clients during incidents.

The ideal candidate has experience solving complex operational challenges, a hands-on learning mindset, and strong analytical and communication skills.

Qualifications

• Experience solving complex operational challenges.
• Hands-on learning mindset with focus on practical solutions.

Responsibilities

• Drive the implementation of the service strategy across clients and services, reducing incident resolution times.
• Lead incident management and forensic activities with Local and Global Payment Hub teams for reliable delivery.
• Coordinate stakeholders during incidents, ensuring transparency and customer focus.
• Manage client communications with clear, timely updates through resolution.
• Lead Major Incident Management efforts during critical events.
• Apply industry best practices in incident and problem management.
• Identify opportunities to strengthen incident handling and recurrence prevention.
• Monitor and drive improvements in problem resolution plans.

Skills

Incident & problem management

Analytical thinking

Communication skills

Prioritization

Education

Degree in Systems/Computer Engineering or similar

Job description

Getnet Platforms in Madrid, Spain, is seeking an Incident Manager to drive the service strategy and lead incident management across global teams. The role emphasizes reducing resolution times, coordinating with Product, Platform, Development, Operations, and SDS stakeholders, and delivering proactive communications to clients during incidents.

The ideal candidate has experience solving complex operational challenges, a hands-on learning mindset, and strong analytical and communication skills.