Incident Manager

TeamSystem; Lombardia; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Wellbeing

Flexibility

Development

Diversity & Inclusion

Impact

Job summary

TeamSystem is seeking an Incident Manager to own the incident lifecycle in our Tech Excellence team. The role is central to designing and governing a robust Incident Management framework, acting as the orchestrator during critical events to ensure product availability and trust.

You will lead cross-functional response, drive post-mortem analysis and implement prevention policies, aligning with executive reporting and governance across the Group Technology portfolio.

Qualifications

• Minimum 5 years in Incident Management, Service Management or high-stakes Technical Operations.
• Experience in 24x7x365 operations with SLAs and regulatory compliance.
• Ability to navigate complexity across countries and business units with confidence.
• Proven ability to define and scale processes in organizations establishing standardized frameworks.
• Outstanding communication skills for leadership during crises.
• English level C1+; Spanish or French is a plus.

Responsibilities

• Improve the Incident Management framework with end-to-end operating model.
• Orchestrate cross-functional response across Technical Teams, Product Owners, DPO, Legal, Cybersecurity and Customer Success during major incidents.
• Lead structured post-mortems and blameless root-cause analyses to drive improvements.
• Develop and manage prevention policies and trend-monitoring to reduce incidents.
• Translate crisis data into clear KPIs for executive decision-making and stakeholder confidence.

Skills

Incident Management

Service Management

Technical Operations

Stakeholder Management

Job description

We are the leading Tech Company in Europe , supporting digital innovation for over 45 years.We are committed to bringing digital technology into every business. How? By putting customers first and becoming the go-to partner for professionals, small, medium, and large companies, offering customized solutions and services tooptimizebusiness processes—from HR and customer relations to e-invoicing and digital payments.

The Group Technology area isthe beatingheart of the Group’s innovation.Within Group Technology, the Tech Excellence functionis responsible fordriving the highest standards across Security, Quality, CostManagementand Project Management. Our mission is to ensure that the Group’s technological landscape is not only innovative but also resilient,efficientand reliable.

In this context, we are seeking an Incident Manager to join the Tech Excellence team. This is a newly created, strategic role designed to take ownership of the incident management lifecycle, bridging the gap between technical recovery and corporate governance.

The primary mission of this role is to design, implementand govern a robust Incident Management framework from the ground up. You will serve as the central orchestrator during critical events, ensuring that our products-the backbone of our customers’business-maintainthe highest levels of availability and trust. You will transition our response capabilities from reactive to a standardized, continuous improvement model.

You will be responsible for:

• Improvingthe Incident Management framework: proactivelyreviewand implement the end-to-end incident managementoperatingmodel,focusing onclear workflows, severitylevelsand escalation paths across the entire product portfolio.
• Orchestrating Cross-Functional Response: lead the coordination of diverse stakeholders—including Technical Teams, Product Owners, DPO, Legal, Cybersecurity, and Customer Success—during major incidents, ensuring a unified and effective response.
• Driving Continuous Improvement: facilitatestructured post-mortem analyses and “blameless” root cause reviews to translate incidents into actionable technical and process improvements.
• Proactive Prevention & Risk Mitigation: develop and manage prevention policies and trend-monitoring systems toidentifysystemic risks, aiming to significantly reduce incident frequency and impact.
• Executive Communication & Reporting: translate technical crisis data into clear, effective narratives and KPIs (e.g., MTTR, MTTD) to enable informed executive decision-making andmaintainstakeholder confidence.

What skills are we looking for?

• Minimum 5 years experience in Incident Management, Service Management or high-stakes Technical Operations, preferably within mission-criticaland/or regulatedenvironments (e.g., Fintech, Banking, Insurance, large-scale E-commerce, or regulated Software Houses).
• Expertisein high-pressureenvironments,suchas 24x7x365operationswhere service-level agreements (SLAs) and regulatory compliance are paramount.
• Demonstrated ability to navigate complexity, dealing with stakeholders acrossdifferent countries and business units,varying levels of seniority and diverse backgrounds (legal, technical,customer operationsand commercial) with confidence and diplomacy.
• Proven experience in defining and scaling processes in organizations where standardized frameworks are beingestablished.
• Outstanding communication skills, with the ability tomaintainleadership and clarity during critical situations.
• Advancedproficiencyin English (C1level or above); knowledge of Spanish or French is a plus.

Skills are important, but they are not enough. We seek individuals who, thanks to their growth mindset, view every challenge as an opportunity for growth and who embody the soft skills that set us apart, bringing our values to life.

• ENTREPRENEURSHIP - is the engine that drives us to excel, innovate and challenge ourselves for our own success and that of our company. We are proactive, responsible and customer- centric, always ready to question the status quo and achieve extraordinary results.
• INNOVATION - is the guiding light that illuminates our path as we move through an environment full of different experiences, knowledge and perspectives. We are not afraid of making mistakes; we work in an environment that is fertile for the development of innovative solutions.
• INCLUSION - is the sentiment that guides our relationships amongst individuals, each of whom has a different history and experience. We advocate for an inclusive work environment that values each person’s unique characteristics.

What we offer:

We believe thatby creating valuefor our people, we promotea culture of excellence, innovation and ethical andresponsible business practices.

We areatech company, and our approach to work is far from being conventional!We believe in a dynamicenvironment where innovation, growth and wellbeing intertwine every day.Here, workis notjust a set of tasks, butan opportunity to express talent, experiment and make a difference.

• WELLBEING :we have a short working week!You willnot work on Friday afternoons, allowing you to devote time toyour personal interests. To help you do this, we offer a welfare plan tailored to your needs, with many services andbenefits for your wellbeing.
• FLEXIBILITY :we believe in mutual trust! Youwon’tclock in and out, andyou’llwork in a flexible, hybrid way. And tomake it easier for you,we’llgive you everything you need to be productive and connected remotely.
• DEVELOPMENT AND GROWTH :we invest in people!You’lltake part in apersonaliseddevelopmentprogrammetobuild your skills and contribute to the achievement of the company’s goals.
• DIVERSITY AND INCLUSIVITY :we value differences!You willwork in an inclusive environment based oncollaboration and respect. Our leadership is focused on trust and the growth of each talent.
• IMPACT :we work with pride!We arecommitted to creating shared value: for our customers, our partners and thecommunity. In every project, we focus on sustainability and innovation.