Major Incident Manager (PRE Governance)
External
Neoris · Madrid, SpainPrepare for this interview
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Responsibilities
- Drive operational governance and stability across PRE environments through structured incident control processes.
- Lead and coordinate Major Incident Management activities to minimize service disruption and ensure rapid resolution.
- Monitor daily PRE operational health and provide readiness reporting to support program delivery and BAU operations.
- Collaborate with infrastructure, application, testing, and development teams to effectively diagnose and resolve incidents.
- Implement SLA-driven monitoring, alerting, dashboards, and reporting to proactively identify risks and service degradation.
- Promote Problem Management practices, including root cause analysis (RCA), trend analysis, and continuous improvement initiatives.
Requirements
- 5+ years of experience as a Major Incident Manager or in similar roles within IT service/incident management.
- Proven hands-on experience with Major Incident Management processes.
- Experience in banking sector environments (preferably Santander or similar financial institutions).
- Strong understanding of IT infrastructure, networks, and application ecosystems.
- Advanced English level (C1 mandatory - must be validated).
- Excellent communication skills and ability to manage stakeholders at different levels.
- High attention to detail and a structured approach to documentation.
- Availability to work from 9:00 to 18:00 (Spanish schedule), with flexibility for on-call duties or overtime when required.
- Experience with tools such as ServiceNow, Jira, PagerDuty, Dynatrace, Splunk, or AppDynamics.
- Knowledge of PRE / UAT / SIT / Non-production governance models.
- Background in infrastructure, software engineering, or platform operations.
- Experience in release management, deployment governance, or testing coordination.
- Understanding of operational resilience and service availability practices.
Benefits
Additional Information
With over 25 years of experience in the industry, NEORIS, part of the EPAM Group, provides its people with strong opportunities to build a specialized technical career. Our goal is to continue growing, and to achieve this, we want you to join us and help us improve every day. We are continuing to expand our teams and are looking for individuals who share our culture and values, including responsibility , collaboration and teamwork , creativity , and commitment . If you are eager to continuously learn, specialize, and collaborate on projects involving cutting-edge technologies, do not hesitate to get in touch with us. Additionally, our evaluation processes focus on professionals' experience and technical knowledge, as well as their interests and soft skills, as we are committed to inclusion and equal employment opportunities. We are currently looking for: Major Incident Manager (PRE Governance)
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