Service Control Analyst

We have been recognized as one of the best places to work in Spain, and we offer a differentiated value proposition for all the people who are part of AEGON:

🤸 ♂️Real flexibility to help you disconnect and balance your life, with flexible working hours throughout the year and a hybrid work model.

🥰We take care of your physical and mental well-being, with free health insurance, healthy lifestyle initiatives, and a comprehensive benefits and social advantages package (pension plan, flexible compensation, training support, among others).

🚀Professional development opportunities, by participating in strategic projects within a continuously transforming technological environment, with access to ongoing training and learning.

💙A close and collaborative culture, in an international company where people are at the center and where teamwork is key to achieving success.

We are looking for someone with:

• University degree (Bachelor's or Master's).
• Experience in critical incident management, problem management, or IT Service Management.
• Knowledge of ITIL methodologies and best practices.
• ITIL Foundation certification, ISO/IEC 20000, or equivalent.
• Experience working with ticketing and tracking tools such as Jira.
• General technical knowledge of infrastructures, systems, networks, monitoring, and logs that allows effective interaction with specialized teams.
• Ability to coordinate multiple stakeholders in complex and high-pressure environments.
• Excellent communication, organization, and results-oriented skills.
• Availability to act promptly outside regular working hours when a critical incident requires it.

The following will be especially valued

• Previous experience in insurance companies or highly regulated environments.
• Experience with Service Management or Service Control teams.
• Knowledge of monitoring tools and operational metrics.
• Ability to document processes, procedures, and analyses rigorously.
• English level B2 or higher.
• Interest in automation, continuous improvement, and the practical application of Artificial Intelligence in technological and operational environments.

Rueda Montero, Begoña

We are one of the most important insurance companies in the world, made up of positive, dynamic, and committed people who make things happen.

We believe that our diversity adds value to our teams, our culture, and our clients. We know that the best ideas and solutions arise in inclusive environments where everyone feels seen, heard, and valued in order to develop their full potential.

Are you passionate about solving complex problems, coordinating teams in critical situations, and actively contributing to the continuous improvement of technology services?

At AEGON we are looking to hire a Service Control Analyst to strengthen our Technology team. You will play a key role in the prevention, coordination, and resolution of critical incidents, ensuring the stability of our services and promoting a culture of continuous learning and operational improvement.

We are looking for a person with experience in IT service management and coordination of critical incidents, who acts as a point of connection between the different technology and business teams, ensuring an agile and effective response to high-impact situations.

Your main responsibilities will include:

• Coordinate the full lifecycle of critical incident management, from detection to closure, minimizing business impact.
• Lead war rooms and coordinate the different teams involved in resolving high-severity incidents.
• Manage the Problem Management function, driving structured analysis of recurring problems and follow-up on associated action plans.
• Coordinate post-mortem meetings and Root Cause Analysis (RCA) processes, ensuring the identification of lessons learned and preventive improvements.
• Manage and track initiatives and actions using Jira, ensuring traceability, visibility, and compliance.
• Activate and maintain communication plans during incidents, providing clear and timely information to different stakeholders.
• Prepare dashboards and follow-up reports on incidents, problems, service levels, and action plans.
• Identify trends, recurring patterns, and opportunities for operational improvement.
• Drive proactive monitoring initiatives to anticipate risks and reduce the likelihood of incidents.
• Collaborate with the other Service Control functions within the Technology area to continuously improve the quality and stability of services.