Incident manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7ey32c

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 customised solutions and services to optimise business processes, from HR and customer relations to e-invoicing and digital payments.

The Group

Technology team coordinates the Group's technology area to develop its strategyconsistently with the overall business and product objectives. We stimulate technological innovation, ensuring coherent architecture development, scalability, and efficiency, and orienting development from a platform perspective. We provide Cloud Operations, Cybersecurity, and Software Quality services.

We are committed to providing cutting-edge, secure, and sustainable technological solutions that support the Group's growth and success. 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, implement and 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 - maintain the highest levels of availability and trust.



You will transition our response capabilities from reactive to a standardized, continuous improvement model.

In particular, you will: Improve the Incident Management framework: proactively review and implement the end-to-end incident management operating model, focusing on clear workflows, severity levels and escalation paths across the entire product portfolio.

Orchestrate

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.

Drive Continuous Improvement: facilitate structured post-mortem analyses and "blameless" root cause reviews to translate incidents into actionable technical and process improvements. Develop and manage prevention policies and trend-monitoring systems to identify systemic risks, aiming to significantly reduce incident frequency and impact. Translate technical crisis data into clear, effective narratives and KPIs (e.g., MTTR, MTTD) to enable informed executive decision-making and maintain stakeholder confidence.

What skills are we looking for? Minimum 5 years experience in Incident Management, Service Management or high-stakes Technical Operations, preferably within mission-critical and/or regulated environments (e.g., Fintech, Banking, Insurance, large-scale E-commerce, or regulated Software Houses). Expertise in high-pressure environments,such as

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7ey32c