IT Service Delivery Specialist

Job Summary

We are seeking a skilled IT Incident, Problem & Change Analyst to join our team in Madrid. This role involves supervising and monitoring IT Incident Management operations, ensuring high-quality troubleshooting and remediation actions, and coordinating with stakeholders during incidents.

The successful candidate will have experience in managing critical IT incidents, problems, and changes in large infrastructures, as well as strong knowledge of ITIL frameworks and ITSM best practices.

Key Responsibilities

• Supervise and monitor IT Incident Management operations, focusing on Major Incidents (Priority 1 and 2).
• Ensure high-quality troubleshooting and remediation actions, following Incident Management processes and procedures.
• Coordinate and communicate with IT and business stakeholders during incidents, including crisis management if required.
• Manage the Problem Lifecycle for open tickets end-to-end, perform proactive Root Cause Analysis, and follow up on remediation actions.
• Produce and deliver Incident / Problem / Change reports regularly to IT Management.
• Contribute to continuous improvement of ITSM processes (Incident, Problem, Change).

Requirements

Benefits

About Us

We are committed to equality between women and men and believe that multiculturalism is a source of values, experiences, and knowledge that add value to our projects. We value diversity and aim to create environments where people are treated with respect and dignity, regardless of their background or characteristics.

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