Major Incident Manager

Role description

We are looking for the very Top Talent…and we would be delighted if you were to join our team!

More in details, UST is a multinational company based in North America, certified as a Top Employer and Great Place to Work company with over 35.000 employees all over the world and presence in more than 35 countries. We are leaders on digital technology services, and we provide large-scale technologic solutions to big companies.

What we look for?

A seasoned Major Incident Manager with 5+ years of experience, preferably within banking environments.

Strong knowledge of ITIL-based service management and major incident handling.

Excellent communication and stakeholder management skills, capable of working with all levels of the organization.

A detail-oriented professional with strong documentation skills.

Ability to analyze and prioritize incidents based on business impact and urgency.

Fluency in English (C1 level mandatory).

Willingness to work outside standard hours when critical situations arise (on-call, intervention, availability).

Main tasks and accountabilities will be:

Lead and manage major IT incidents end-to-end, ensuring quick resolution and minimal business impact.

Coordinate across technical teams and stakeholders during critical incidents.

Assess incident impact, urgency, and prioritization, aligning actions with business needs.

Maintain clear and accurate incident documentation and reporting.

Facilitate effective communication during incidents, including status updates to stakeholders and management.

Ensure adherence to operational governance and incident control processes.

Support related activities such as release management, deployment governance, and test coordination when needed.

What do we expect from you?

Proven experience in:

Major Incident Management (ITIL environment)

Incident, Problem, and Service Management

Operational governance & incident control

Strong analytical and decision-making skills to manage critical situations.

Experience with tools such as:

ServiceNow, Jira, PagerDuty

Monitoring tools like Dynatrace, Splunk, AppDynamics

Understanding of PRE / UAT / SIT / Non-production environments.

Background in infrastructure, software engineering, or production support (preferred).

Knowledge of operational resilience and service availability.

Experience in financial services or regulated environments is highly valued.

Work Location

100% remote, Spain.

Work Schedule

Business hours (40 hours weekly with 1 hour for lunch).

What can we offer?

23 days of Annual Leave plus the 24th and 31st of December as discretionary days!

Numerous benefits (Health Care Plan, teleworking compensation, Life and Accident Insurances).

`Retribución Flexible´ Program: (Meals, Kinder Garden, Transport, online English lessons, Health Care Plan…)

Free access to several training platforms

Professional stability and career plans

UST also, compensates referrals from which you could benefit when you refer professionals.

The option to pick between 12 or 14 payments along the year.

Real Work Life Balance measures (flexibility, WFH or remote work policy, compacted hours during summertime…)

UST Club Platform discounts and gym Access discounts

If you would like to know more, don’t hesitate to apply and we’ll get in touch to fill you in detail. We are waiting for you!

In UST we are committed to equal opportunities in our selection processes and do not discriminate based on race, gender, disability, age, religion, sexual orientation or nationality. We have a special commitment to Disability & Inclusion, so we are interested in hiring people with disability certificate.

Skills

itil,user interface,itsm tool,stakeholder management,

Tarjetero mandatory skills:

Major Incident Management (ITIL environment)

Incident / Problem / Service Management

Operational governance & incident control

English C1 (mandatory)

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.