INCIDENT MANAGER

Overview

Incident Manager position at Telefónica España. Location : Madrid, Spain (AMBITO NACIONAL). Employment type : Full-time. Join a leading technology company focused on delivering innovative and reliable services to clients.

What we look for

People with a strong drive to perform at the highest level, passionate about innovation and cutting-edge technologies. This role offers the opportunity to enter Telefónica’s vibrant technology universe and be part of the transformation of services to be more connected, more human, and life-changing for customers.

Application deadline : open until October 3, 2025. Please attach your updated CV in PDF format.

Responsibilities

• Lead the end-to-end management of critical incidents from a customer-centric perspective, ensuring effective resolution and documenting learnings to prevent recurrence. Maintain and update the knowledge base for future reference.
• Activate crisis protocols by defining criteria to trigger the B2B Crisis Committee and lead its proactive convening and execution. Coordinate key stakeholders to manage high-impact client incidents with clear communication and rigorous follow-up.
• Manage escalations by adjusting incident criticality as needed, ensuring resources and attention align with real severity, maintaining operational efficiency and customer satisfaction.
• Lead post-mortem reports after incident resolution, collecting required information from resolving areas, validating scope and quality, and distributing reports to DoPs as requested. Follow up on improvement plans to ensure closure.
• Assess risks and impacts of BTPs (Business Technical Plans), coordinating with CEXs, CGEs, and CCs. Define risk checklists, maintenance windows, and sensitive services; drive improvement actions with DoPs involved.
• Identify process improvement opportunities within the group, develop initiatives to enhance incident management, and conduct mass incident drills to strengthen operational resilience.

Qualifications and Skills

Desired Experience

Key Competencies

Benefits and culture

Telefónica promotes diversity and inclusion and offers opportunities to grow within a leading technology company. Benefits typically include :

We expect candidates to understand and comply with Telefónica's Principles of Responsible Business and to engage in ethical, transparent management that supports social and environmental sustainability.

How to apply

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Job details

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