Lead Major Incident & Problem Manager | ITIL & RCA Expert

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

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.