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89,000+ live jobsSupport Service Operations Specialist
Hybrid in Madrid·Added yesterday (last checked 10 Nov)
Our summary
- Work mode
- Hybrid, Madrid
- English
- Required
- Other languages
- German
- Benefits
- Private health insurance, meal vouchers
Visa options
The ad doesn’t mention sponsorship
Not a refusal, but not a yes. Worth asking in your first message.
Skills
Nice to have
Requirements
What we're looking for
Experience in IT Support, Service Desk, or IT service operations, including incident coordination and escalation management
Good understanding of Incident Management and its interfaces with Major Incident, Problem, Knowledge, and Request Management
Experience with Jira Service Management or similar ITSM platforms - ideally including queues, dashboards, and reporting
Structured, analytical, and clear communicator, comfortable making decisions with incomplete information
Fluent in English; German is a plus
Even if you don't meet all the requirements, we look forward to your application
About the team: You will join Axpo's Global IT Support organisation, working closely with L1 and L2 Incident Practitioners, support leads, and business stakeholders across a diverse, collaborative team that values clear accountability and shared success.
Pay & benefits
What you'll get
At our company, we strive to create a culture of continuous learning, personal growth, and inter- national community involvement. We're passionate about providing our employees with the tools and resources they need to succeed, and we're confident that you'll love being part of our team!
Working Hours
We offer flexible working hours to accommodate your work schedule. We can work part of our time remotely and the rest at our offices in Madrid, Torre Europa.Meal allowances
You can enjoy delicious meals on us, no matter if you are working remotely or on-site.
*Option to use it for public transportation or childcare instead.Internet Compensation
We cover the cost of your home internet connection, as we understand how essential connectivity is in the modern workplace.Training courses
Our company is committed to helping our employees grow and develop their skills, which is why we offer a variety of industry- specific training courses and a learning channel.Gym Coverage
Stay active and healthy with our 90% coverage benefit, which provides access to the nearby gym: Forus Selection to keep you energized throughout the dayHealth Insurance
We take the health and well-being of our employees seriously, which is why we offer a comprehensive health insurance plan and the option to extend it to your spouse and children.
The role
Join Axpo and help shape a Global IT Support organisation that keeps critical services running. We value diversity and welcome your unique perspective as we build a culture of clear ownership and continuous improvement.
What you'll do
Coordinate the incident lifecycle across Global IT, ensuring incidents are correctly triaged, prioritised, and assigned
Monitor L1 and L2 queues to identify bottlenecks, aging tickets, and SLA risks, coordinating corrective actions with support leads
Validate incident priorities against business impact, ensure fast response to P1/P2 incidents, and support IMOD during major incidents
Coordinate resources across support tiers and resolve escalation blockers, including ticket bouncing and unclear ownership
Act as the primary contact for business escalations, providing clear and consistent updates to stakeholders
Drive continuous improvement through trend analysis, quality reviews, and close collaboration with Incident Practitioners
Hiring process
4 steps2 interviewsa task to do
Application
Reviewing applications
First round interview
A first mutual assessment of fit, face to face, by video call or other means.
Online psychometric assessment
Online test
Completed before the second round; HR discusses the results with you in that interview.
Second round interview
With future line manager, their manager and other stakeholders
Meetings with the future line manager, their manager and other stakeholders; may include a specific problem or case study and a meet-and-greet with the team.
Additional checks · Not every role
Job offer
Start at Axpo
Office orientation and an individual introductory course including Axpo College training.
- Under time pressure an offer letter can be issued within one day.
- Internship candidates may be asked for a small assignment or a case study to discuss.
About Axpo
Axpo is Switzerland's largest energy producer and an international leader in energy trading and the marketing of solar and wind power. With over 7,500 employees, the company provides energy supply, risk management, and renewable energy solutions to customers in more than 30 countries across Europe, North America, and Asia. Axpo's activities span the entire energy value chain, including generation, trading, and distribution, with a strong emphasis on innovation and sustainability.
- Industry
- Energy
- Founded
- 1908
- Employees
- 5,000–10,000
- Headquarters
- Baden, Switzerland
- In Spain
- Madrid
Good to know if you are moving
- Axpo has a significant presence in Spain, with job openings in Madrid, indicating a growing hub for technology and energy roles.
- The company offers hybrid work models for many positions, providing flexibility for international professionals.
- Axpo is active in over 30 countries, offering opportunities for cross-border mobility and international career development.
- As a leader in renewable energy, Axpo is at the forefront of the energy transition, making it an attractive employer for those passionate about sustainability.
In their own words
Additional information
At Axpo Group, we are dedicated to fostering a culture of non-discrimination, tolerance, and inclusion. As an equal opportunity employer, we welcome applications regardless of race and ethnicity, gender identity and expression, sexual orientation, age, disability, as well as socioeconomic, cultural, and religious background. We are committed to ensuring a respectful and inclusive recruiting process and workplace for everyone.
Location
Axpo · Madrid
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