IT Problem Resolution Expert

Overview Job Title : IT Problem Resolution Expert

We are looking for a skilled IT professional to join our team in Madrid. The ideal candidate will have experience in managing critical IT incidents, problems, and changes in large infrastructures.

Responsibilities Actively supervise and monitor IT Incident Management operations, with focus on Major Incidents (Priority 1 and 2).

Ensure troubleshooting and remediation actions are executed at a high level of quality, following Incident Management processes, procedures, policies, and rules.

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 (RCA), and follow up on remediation actions.

Produce and deliver Incident / Problem / Change reports regularly to IT Management.

Required Skills and Qualifications Experience in managing critical IT incidents, problems, and changes in large infrastructures.

Strong knowledge of ITIL frameworks and ITSM best practices.

Excellent coordination and communication skills with internal teams and business stakeholders.

Ability to handle high-pressure situations and escalate effectively.

Fluent in English (B2 / C1), both written and spoken.

Benefits Permanent contract.

Hybrid work mode with 4 days remote and 1 day in-person in Madrid (flexible).

Competitive salary.

Professional Development : Access to an annual budget dedicated to advancing your skills through professional certifications.

Join us in creating a world where creativity, commitment, and innovation thrive. We value diversity and equality between women and men. Our multicultural environment brings unique perspectives and experiences that add value to our projects.

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