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 customized solutions and services tooptimizebusiness processes—from HR and customer relations to e-invoicing and digital payments.
The Group Technology area isthe beatingheart of the Group's innovation. Within Group Technology, the Tech Excellencefunctionis responsible fordriving the highest standards across Security, Quality, CostManagementand Project Management. Our mission is to ensure that the Group’s technological landscape is not only innovative but also resilient,efficientand reliable.
In this context, we are seeking an Incident Managerto 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.
T he primary mission of this role is to design, implementand govern a robust Incident Management frameworkfrom the ground up. You will serve as the central orchestrator during critical events, ensuring that our products-the backbone of our customers' business-maintainthe highest levels of availability and trust. You will transition our response capabilities from reactive to a standardized, continuous improvement model.
You willbe responsible for:
Improvingthe Incident Management framework: proactively reviewand implement the end-to-end incident managementoperatingmodel,focusing onclear workflows, severitylevelsand escalation paths across the entire product portfolio.
Orchestrating 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.
Driving Continuous Improvement: facilitatestructured post-mortem analyses and "blameless" root cause reviews to translate incidents into actionable technical and process improvements.
Proactive Prevention & Risk Mitigation: develop and manage prevention policies and trend-monitoring systems to identifysystemic risks, aiming to significantly reduce incident frequency and impact.
Executive Communication & Reporting: translate technical crisis data into clear, effective narratives and KPIs (e.g., MTTR, MTTD) to enable informed executive decision-making and maintainstakeholder confidence.
What skills are we looking for?
Minimum 5 years experience in Incident Management, Service Management or high-stakes Technical Operations, preferably within mission-criticaland/or regulatedenvironments (e.g., Fintech, Banking, Insurance, large-scale E-commerce, or regulated Software Houses).
Expertisein high-pressureenvironments,suchas 24x7x365operationswhere service-level agreements (SLAs) and regulatory compliance are paramount.
Demonstrated ability to navigate complexity , dealing with stakeholders acrossdifferent countries and business units,varying levels of seniority and diverse backgrounds (legal, technical,customer operationsand commercial) with confidence and diplomacy.
Proven experience in defining and scaling processes in organizations where standardized frameworks are beingestablished
Outstanding communication skills , with the ability tomaintainleadership and clarity during critical situations.
Advancedproficiencyin English (C1level 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.
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 by creating value for our people, we promote a culture of excellence, innovation and ethical andresponsible business practices.
We are a tech company, and our approach to work is far from being conventional! We believe in a dynamicenvironment where innovation, growth and wellbeing intertwine every day. Here, work is not just a set of tasks, butan opportunity to express talent, experiment and make a difference.
TeamSystem is a leading tech company in the market for digital business management solutions for companies and professionals.
One of the most important Italian players in the ICT sector, the Company has over the years positioned itself as a true enabler of digital competitiveness for its customers by offering solutions for managing SMEs and professional firms (accountants, labor consultants and lawyers).
With the aim of supporting the competitiveness of companies and professionals, the TeamSystem Group has also developed innovative fintech solutions for the management of collections, payments and bank reconciliations.
In 2022, the Group recorded a turnover of 695 million euros, with direct offices serving more than 2 million customers operating on its digital and cloud platforms, where on average more than 415 million electronic invoices with a total of 850 billion euros transacted are handled each year.
Thanks to a strategy of acquisitions aimed at strengthening the competitiveness of the group's offerings in the cloud and digital transformation, a series of operations to grow in certain vertical markets, and the establishment of new specialist companies, TeamSystem has steadily expanded its offerings, entering the fintech services, ecommerce, SME rating and HR management markets.
The TeamSystem group has more than 2700 employees and has always invested in technological research and development. Some 730 software engineers, 80% of them agile, are working on the development of ever more innovative, secure and user-friendly solutions.
Our mission is to bring digital into every business, which is why TeamSystem works every day alongside customers, SMEs and professionals, to support their digitization programs, developing their competitiveness and making their processes increasingly agile.
