Incident Manager

We are the leading Tech Company in Europe, supporting digital innovation for over 45 years. We are committed to bringing digital technology into every business. How? By putting customers first and becoming the go-to partner for professionals, small, medium and large companies, offering customised solutions and services to optimise business processes, from HR and customer relations to e-invoicing and digital payments.The Group Technology team coordinates the Group's technology area to develop its strategyconsistently with the overall business and product objectives. We stimulate technological innovation, ensuring coherent architecture development, scalability, and efficiency, and orienting development from a platform perspective.We provide Cloud Operations, Cybersecurity, and Software Quality services. We are committed to providing cutting-edge, secure, and sustainable technological solutions that support the Group's growth and success.In this context, we are seeking an Incident Manager to join the Tech Excellence team. This is a newly created, strategic role designed to take ownership of the incident management lifecycle, bridging the gap between technical recovery and corporate governance. The primary mission of this role is to design, implement and govern a robust Incident Management framework from the ground up. You will serve as the central orchestrator during critical events, ensuring that our products - the backbone of our customers' business - maintain the highest levels of availability and trust. You will transition our response capabilities from reactive to a standardized, continuous improvement model.In particular, you will: Improve the Incident Management framework: proactively review and implement the end-to-end incident management operating model, focusing on clear workflows, severity levels and escalation paths across the entire product portfolio.Orchestrate Cross-Functional Response: lead the coordination of diverse stakeholders—including Technical Teams, Product Owners, DPO, Legal, Cybersecurity, and Customer Success—during major incidents, ensuring a unified and effective response.Drive Continuous Improvement: facilitate structured post-mortem analyses and "blameless" root cause reviews to translate incidents into actionable technical and process improvements.Develop and manage prevention policies and trend-monitoring systems to identify systemic risks, aiming to significantly reduce incident frequency and impact.Translate technical crisis data into clear, effective narratives and KPIs (e.g., MTTR, MTTD) to enable informed executive decision-making and maintain stakeholder confidence.What skills are we looking for? Minimum 5 years experience in Incident Management, Service Management or high-stakes Technical Operations, preferably within mission-critical and/or regulated environments (e.g., Fintech, Banking, Insurance, large-scale E-commerce, or regulated Software Houses). Expertise in high-pressure environments,such as 24x7x365 operationswhere service-level agreements (SLAs) and regulatory compliance are paramount. Demonstrated ability to navigate complexity, dealing with stakeholders across different countries and business units, varying levels of seniority and diverse backgrounds (legal, technical, customer operations and commercial) with confidence and diplomacy. Proven experience in defining and scaling processes in organizations where standardized frameworks are being established. Outstanding communication skills, with the ability to maintain leadership and clarity during critical situations. Advanced proficiency in English (C1 level or above); knowledge of Spanish or French is a plus. Skills are important, but they are not enough. We seek individuals who, thanks to their growth mindset, view every challenge as an opportunity for growth and who embody the soft skills that set us apart, bringing our values to life.ENTREPRENEURSHIP - is the engine that drives us to excel, innovate and challenge ourselves for our own success and that of our company. We are proactive, responsible and customer- centric, always ready to question the status quo and achieve extraordinary results.INNOVATION - is the guiding light that illuminates our path as we move through an environment full of different experiences, knowledge and perspectives. We are not afraid of making mistakes; we work in an environment that is fertile for the development of innovative solutions.INCLUSION - is the sentiment that guides our relationships amongst individuals, each of whom has a different history and experience. We advocate for an inclusive work environment that values each person's unique characteristics.Do you identify with this? Apply now in just a few clicks and track your application on our portal! Here, we give space to those who want to get involved, grow and leave their mark.What we offer:We believe that our relationship with people is built on trust, clarity of goals, and full autonomy in how to achieve them.This is what naturally shapes our way of working and everything that comes with it: from Light Friday — no work on Friday afternoons — to the benefits that reflect our approach.Total compensation: 59,000 – 78,000 Including a variable component linked to performance. Full-time reference.Wellbeing Digital Wallet: from 3.850 per year. A personal budget to support your wellbeing: travel, medical expenses, parental support, sports, and reimbursements for personal services such as childcare, caregiving, and more.Flexibility: we work in a hybrid model, with autonomy over when to come into the office. For us, being on-site makes sense when it improves the way we work: you come in when collaboration with colleagues makes a difference, not for presence, but for effectiveness.Growth: we offer tailored learning paths and concrete development opportunities within a continuously evolving international group.Environment: we promote an inclusive workplace built on trust, collaboration, and the value of diverse perspectives.Impact: every day we work to create value for people, businesses, and communities through digital technology.Location: The position is opened in the Milan or Rome offices.SummaryLocation: Italy, MilanoType: Light Friday