Incident & Problem Consultant

About the role

We are seeking an Incident & Problem Consultant to ensure stability, security and continuous improvement of our IT services. You will protect operational services, manage incidents, problems and service improvements, and drive sustainable service quality.

Key responsibilities

• Protect services in operation and ensure readiness for incidents, requests, problems and improvements.
• Manage outages, coordinate resolution, lead escalation calls and incident support activities.
• Conduct post‑mortem incident reviews, identify root causes and produce executive summaries.
• Drive continuous service improvement by tracking improvements and collaborating with platforms and regions.
• Use KPI data to challenge performance and promote service quality.

Required profile

• Strong knowledge of IT Service Management and Service Control processes (e.g., ITIL).
• Experience leading service management teams and working in multi‑vendor environments.
• Ability to manage relationships with internal business customers.
• Proven ability to use KPI data to improve performance.

Required skills

• ITIL certification (preferred).
• IT Service Management (ITSM) processes.
• KPI analysis and reporting.

What we offer

• Learning & development platforms with technical and leadership training.
• Career growth with regular performance reviews and mentorship.
• Hybrid or remote work arrangements with a remote work bonus.
• Health Maintenance Organization (HMO) coverage, life insurance and dependent inclusion.
• Special leave for birthdays and flexible work tools.