Incident Coordinator We are seeking an Incident Management Lead with experience in complex, high-volume operational environments, capable of leading teams, coordinating critical situations, and ensuring excellence in daily operations under frameworks such as ITIL. The professional will serve as the reference point for end-to-end incident lifecycle management, client liaison, and coordination of the Operational Excellence Team. **Location:** On-site, Barcelona (L'Hospitalet de Llobregat) **Languages:** Advanced Catalan Responsibilities and Functions Review daily service status, collecting overnight shift feedback and the current situation to ensure an aligned operational start. Supervise incident management, ensuring proper assignment, tracking, resolution, and quality of handovers between shifts. Inform the operations team about immediate priorities and coordinate the management of critical incidents, including direct communication with clients and the Operations Manager. Lead business committees when required and respond immediately to escalations on a 24/7 basis. Ensure traceability of email communications, maintaining consistent and up-to-date procedures. Guarantee the validity of operational documentation and validate the production rollout of new services along with their associated documentation. Design and execute training and onboarding plans for new hires. **Coordinate and supervise the Operational Excellence Team:** define priorities, reinforcements, coverage, and shift rotation. Conduct individual (1:1) follow-ups with technicians and report outcomes to the Operations Manager. Drive improvement actions arising from committees or critical incidents, coordinated with other teams. Prepare operational and qualitative reports to support decision-making, providing weekly feedback on service status. Profile Requirements Four years of experience managing incidents, changes, and problems in complex environments. Solid knowledge of ITIL. **Experience with ticketing tools:** Jira, Remedy. Ability to engage directly with clients. Capability to document, escalate, and track critical incidents. Advanced proficiency in office tools (Outlook, SharePoint, Teams, Confluence, etc.). Leadership skills, problem-solving ability, and commitment to continuous improvement. Ability to communicate clearly and concisely during crisis situations. Desirable Additional education (Master’s or postgraduate degree in ICT). Experience in the public sector. **We offer:** Permanent contract with CAS Training Opportunity to join a high-level European technical team within an innovative environment Attractive and flexible compensation package, negotiated according to your experience Free access to our Annual Training Catalogue featuring top vendors: Microsoft, Linux, Oracle, ITIL, and many more! ITIL, Jira, Remedy, Outlook, SharePoint, Teams, Confluence