IT Incident Manager

We are seeking an experienced **Level 2 IT Project Manager /IT Incident Manager**with **Cyber Security experience** to join our team on a 6 month contract in Barcelona.

**Role**: Remote mostly (with 1 or 2 visits onsite per week)

Your work will be mostly remote, although you will occasionally have to attend the site one or twice a week.

**Please Note**:Cybersecurity is a **priority** for the client.

The IT Incident Manager will play a critical role as the primary escalation point for customer service incidents and requests.

This role involves ensuring service quality, monitoring incident resolution, and maintaining communication with both internal teams and external suppliers. Key Responsibilities:
1: Serve as the primary escalation point for day-to-day incidents and requests, taking proactive actions to resolve issues.

2: Maintain constant communication with service leads, providing visibility into the status of incidents and requests.

**3: Conduct regular reviews of service quality and ensure adherence to SLAs and KPIs agreed upon with the client.**

4: Monitor, analyse, and participate in managing critical or global incidents as needed.

5**:Collaborate with technical teams to analyse and address recurring incidents, solving problems at their root cause.**

6: Liaise with third-party suppliers and ensure they deliver on their service commitments.

7: Communicate with end users and handle service-related complaints.

8: Collect root cause data from incidents and contribute to the development and implementation of action plans to prevent future issues.

9: Coordinate technical teams for incident, request, and project management.

10: Act as a liaison between various departments and external suppliers or involved teams.

11: Lead weekly meetings with the client and client managers to discuss ongoing issues, progress, and service performance.

Technical Requirements:
**Strong experience with Microsoft 365 management as an Administrator.**
Solid understanding of networking concepts, including DHCP, firewalls, routing, and switching.
**Knowledge of Windows Server environments (GPO, DNS, DHCP, AD, etc.).** Familiarity with cybersecurity practices, _ as cybersecurity is a priority for the client.

**Qualifications**:1 to 2 years of experience in IT management or incident management.**
Strong communication skills in English and the local language (depending on the country). Ability to coordinate with technical teams and provide leadership in incident management.

Willingness to participate in a two-step interview process for final selection. This role will coordinate closely with our client’s Incident Manager based in Spain, ensuring smooth operations and swift resolution of IT issues.

**More Details for L2 technician in Barcelona**:
Part of the tasks to be carried out can be:
**Active Directory Administration** ,
Microsoft 365 management
Azure AD management
Printing Service Management
Remote support to the onsite technicians dedicated to the project
Initial configuration of equipment following Client’s procedures
Remote installation of software on computers Your work will mainly be associated with projects led by a client Project Manager, although at times when one is not assigned you will perform tasks for the ordinary service.

**IMPORTANT TO NOTE**:On the other hand, the technician must be able to make schedule changes given that projects can be carried out in zones with marked time differences.

**Job Type**: Full-time (Contract for 6 months)

Pay: 2,500.00€ - 2,700.00€ per month

Work Location: On the road