Descripción de la oferta
At Giesecke+Devrient (G+D), we develop technologies that protect digital identities, payments, and data.We are looking for an Incident & Quality Lead to join our IT Service Desk / NOC team in Barcelona.About the roleYou will ensure high-quality service delivery, process consistency, and continuous improvement across the Service Desk.You will act as a key reference for quality, processes, and ServiceNow, and as backup Incident Manager, leading major incidents when needed.Key responsibilitiesEnsure ticket quality and adherence to SLAs/OLAs and processesMaintain documentation and knowledge base standardsAct as a technical and procedural reference for the teamLead major incidents as backup Incident ManagerSupport onboarding, training, and team performanceDrive continuous improvement and ServiceNow enhancementsProvide operational backup when neededWhat we're looking for3+ years in Service Desk, NOC, or Data Centre environmentsStrong knowledge of ITIL, ServiceNow (or similar), and infrastructure basicsExperience in incident management within 24/7 environmentsStrong communication and stakeholder management skillsAnalytical mindset and problem-solving skillsFlexibility for on-call and dynamic environmentsWhat's great about working with us?Culture & Diversity: People-oriented environment with a global mindset, flat hierarchies, and inclusive culture (LGBT+ friendly).Global Collaboration: Work in international Agile teams with colleagues around the world.Innovation & Impact: Shape how our IT organization communicates, collaborates, and delivers secure digital solutions.Career Development: Continuous learning, internal mobility, and coaching opportunities.Benefits: Flexible compensation (health insurance, transport, training, nursery vouchers), parking, and on-site canteen.Work-Life Balance: Hybrid model and flexible schedule. Core hours Mon–Thu (9:30–17:00), Fri (9:00–15:00).Location: Easily accessible by public transport (Bus 88, 110, Metro L10 ZAL-Riu Vell, PR4) or private vehicle.Explore what makes G+D unique – check out this video:Giesecke+Devrient – We make the lives of billions of people more secure.Privacy NoticeThe personal data you provide will be processed to manage your application in accordance with the GDPR and our Privacy Policy, available at Data Privacy | G+D.
