knowmad mood is a leading Spanish technology consulting firm specializing in digital transformation, software development, and IT strategy. With a workforce of over 2,500 professionals, the company provides high-impact services across various sectors including banking, insurance, and retail, helping organizations navigate complex technological shifts through innovation and agile methodologies.

Headquartered in Madrid, the company maintains a significant presence across Spain with multiple regional hubs and a strong culture of remote work. For international professionals, knowmad mood is an attractive employer due to its involvement in large-scale international projects, frequent requirements for English-speaking talent, and a flexible "work from anywhere" policy for many of its technical roles.

Founded in 1994 as atSistemas, the company rebranded to knowmad mood in 2023 to reflect its international expansion and digital transformation focus. It is currently listed on the BME Growth market and continues to grow through both organic development and strategic acquisitions.

For international professionals

Offers a high volume of 100% remote roles, allowing employees to live anywhere in Spain.
Many positions specifically require high English proficiency (C1 level), making it accessible for international talent.
Publicly traded on the BME Growth market, indicating financial stability and corporate transparency.
Operates multiple physical offices in major Spanish cities including Madrid, Barcelona, and Palma de Mallorca for those preferring hybrid work.
Actively hires for modern tech stacks including AI, Cloud (AWS/Azure), and DevOps.

Senior Incident Manager

knowmad mood

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

We are knowmad mood!

We are a leading digital transformation company, constantly evolving and at the forefront of technology.

Made up of more than 3,000 creative, digital, and innovative people connected to a purpose and capable of generating connections with people all over the world. A responsible, flexible team with a high capacity to adapt to the needs of our clients and the market, while providing value, vision, creativity, expertise, professionalism, and a passion for technology in every project.

The values that mark our course and guide us toward excellence are collaboration, innovation, commitment, fun, and trust.

Join our team as a Senior Incident Manager and enjoy an innovative and collaborative work environment.

Job Mission

Lead and professionalize critical incident management, ensuring correct process governance, SLA compliance, and continuous service improvement through post-incident analysis, metrics, and cross-functional remediation actions.

Main Responsibilities

Lead the governance and execution of the Incident Management process at a corporate level.
Coordinate and direct the end-to-end management of Major Incidents.
Facilitate and lead Post-Incident Reviews (PIR) ensuring:
- Clear identification of root causes.
- Assignment of responsible parties.
- Definition and tracking of corrective actions.
Collaborate closely with teams in:
- Infrastructure
- Communications
- Cloud (IaaS / PaaS)
- On-prem environments
- Workstation/Desktop
Ensure SLA and OLA compliance, proposing improvements when necessary.
Define, measure, and evolve incident KPIs and metrics (MTTR, recurrence, impact, etc.).
Represent the incident process in Service Reviews and monitoring committees.
Drive the maturity of the support and monitoring model, reducing dependencies and silos.

Requirements

Solid experience in incident and problem management in complex IT environments.
Experience leading critical incidents and ITSM processes in medium/large organizations.
Senior / lead / manager profile, with cross-functional influence capability (not just operational).
Deep knowledge of:
- Cloud and on-prem environments
- Infrastructure and communications
- IT support models
Experience defining metrics, reporting, and continuous improvement plans.
Highly valued:
- ITIL v4 (certification or practical experience)
- Experience in regulated environments or those with demanding SLAs

What do we offer?

Permanent contract
Flexible schedule ⏰: flexible hours from 8:30 AM to 6:00 PM, with intensive Fridays from 8:00 AM to 3:00 PM and intensive hours in summer (July and August) from 8:00 AM to 3:00 PM
Vacations 🌴: 22 vacation days + 2 personal days, in addition to December 24th and 31st off.
Permanent contract 📄: From day one, with an option of 12 or 14 payments.
Flexible compensation 💳: Restaurant card, childcare vouchers, health insurance, training, and other benefits with tax advantages.
Benefits club 🎁: Discounts on technology, leisure, and training.
Continuous training 📚: Access to Udemy Business, language courses, official certifications, and technical training.
Career plan 🚀: Support to grow, specialize, or take on new challenges.
Integral wellbeing 💚: Nutrition, physical activity, and emotional balance programs.
+VIDA Work-Life Balance 👨 👩 👧 👦: 24/7 personal and family assistance.
Inclusive environment 🌍: Diverse and multicultural environment.
Social events 🎮: Activities to connect with the team.

Apply and we will give you more details! 🚀

To stay up to date with our news, follow us here -> knowmad mood

At knowmad mood>, we are committed to equal opportunity and respect for diversity. We apply our Equality Plan and the principle of non-discrimination in all our selection processes.

View original advert (Spanish)

We are knowmad mood!

Somos una compañía líder en transformación digital, en constante evolución y a la vanguardia de la tecnología.

Formado por más de 3.000 personas creativas, digitales e innovadoras conectadas a un propósito y capaces de generar conexiones con personas de todo el mundo. Un equipo responsable, flexible y con alta capacidad de adaptación a las necesidades de nuestros clientes y del mercado, a la vez que proporciona valor, visión, creatividad, expertise, profesionalidad y pasión por la tecnología en cada proyecto.

Los valores que marcan nuestro rumbo y nos guían hacia la excelencia son la colaboración, la innovación, el compromiso, la diversión y la conﬁanza.

Únete a nuestro equipo como Incident Manager Senior y disfruta de un entorno de trabajo innovador y colaborativo.

Misión del puesto

Liderar y profesionalizar la gestión de incidentes críticos, asegurando la correcta gobernanza del proceso, el cumplimiento de SLA y la mejora continua del servicio mediante análisis post‑incidente, métricas y acciones de remediación transversales.

Responsabilidades principales

Liderar la gobernanza y ejecución del proceso de Incident Management a nivel corporativo.
Coordinar y dirigir la gestión de incidentes mayores (Major Incidents) end‑to‑end.
Facilitar y liderar Post‑Incident Reviews (PIR) asegurando:
- Identificación clara de causas raíz.
- Asignación de responsables.
- Definición y seguimiento de acciones correctivas.
Colaborar estrechamente con equipos de:
- Infraestructura
- Comunicaciones
- Cloud (IaaS / PaaS)
- Entornos on‑prem
- Puesto de trabajo
Asegurar el cumplimiento de SLA y OLA, proponiendo mejoras cuando sea necesario.
Definir, medir y evolucionar KPIs y métricas de incidentes (MTTR, recurrencia, impacto, etc.).
Representar el proceso de incidentes en Service Reviews y comités de seguimiento.
Impulsar la madurez del modelo de soporte y monitoring, reduciendo dependencias y silos.

Requisitos

Experiencia sólida en gestión de incidentes y problemas en entornos IT complejos.
Experiencia liderando incidentes críticos y procesos ITSM en organizaciones medianas/grandes.
Perfil senior / lead / manager, con capacidad de influencia transversal (no solo operativo).
Conocimiento profundo de:
- Entornos cloud y on‑prem
- Infraestructura y comunicaciones
- Modelos de soporte IT
Experiencia definiendo métricas, reporting y planes de mejora continua.
Muy valorable:
- ITIL v4 (certificación o experiencia práctica)
- Experiencia en entornos regulados o con SLA exigentes

¿Qué ofrecemos?

Contrato indefinido
Horario flexible ⏰: horario flexible entrada 8.30h salida 18h con viernes intensivo de 8h a 15h y en verano (julio y agosto) intensivo de 8h a 15h
Vacaciones 🌴: 22 días de vacaciones + 2 días de libre disposición, además de los días 24 y 31 de diciembre libres.
Contrato indefinido 📄: Desde el primer día, con opción de 12 o 14 pagas.
Retribución flexible 💳: Tarjeta restaurante, cheque guardería, seguro médico, formación y otros beneficios con ventajas fiscales.
Club de ventajas 🎁: Descuentos en tecnología, ocio y formación.
Formación continua 📚: Acceso a Udemy Business, cursos de idiomas, certificaciones oficiales y formación técnica.
Plan de carrera 🚀: Acompañamiento para crecer, especializarte o asumir nuevos retos.
Bienestar integral 💚: Programas de nutrición, actividad física y equilibrio emocional.
Conciliación +VIDA 👨 👩 👧 👦: Asistencia personal y familiar 24/7.
Ambiente inclusivo 🌍: Entorno diverso y multicultural.
Eventos sociales 🎮: Actividades para conectar con el equipo.

¡Apúntate y te daremos más detalles! 🚀

Para estar al corriente de nuestras novedades síguenos aquí -> knowmad mood

En knowmad mood nos comprometemos con la igualdad de oportunidades y el respeto a la diversidad. Aplicamos nuestro Plan de Igualdad y el principio de no discriminación en todos nuestros procesos de selección.