Incident & Quality Lead

At Giesecke+Devrient (G+D), we develop cutting-edge technologies that protect digital and physical identities, payments, and data infrastructures.

We’re looking for an Incident & Quality Lead to join our IT Service Desk / NOC organization in El Prat de Llobregat, Barcelona.

The Incident & Quality Lead is responsible for ensuring the quality and consistency of NOC and service delivery-related processes, documentation, and shift handovers within the NOC. This role serves as a technical and procedural reference for the Digital Operations team, supports the Incident Manager as a backup, and acts as the ServiceNow administration lead for task assignment and work coordination. The position requires strong leadership, attention to detail, and the ability to maintain high standards in a dynamic data centre operations environment.

What will you do?

Knowledge Management and Compliance 

•    Ensure the quality, accuracy, and completeness of tickets (incidents and service requests) in ServiceNow.
•    Monitor and enforce adherence to service delivery procedures and best practices.
•    Conduct regular quality sample checks on tickets to monitor compliance and identify areas for improvement.
•    Oversee documentation updates to maintain consistency and clarity in NOC procedures. Ensure the knowledge base provides accurate and useful information to the NOC team and other stakeholders.
•    Act as the primary technical and procedural point of reference for the team.
•    Reinforce quality standards in shift handovers to ensure seamless transitions.
•    Provide onboarding and refresh trainings, guidance and mentorship to NOC engineers to enhance team performance.
•    Ensure compliance with relevant industry standards, security policies, and regulatory requirements. 

Incident Management

•    Serve as the backup for the Incident Manager, stepping in during escalations or major incidents.
•    Maintain on-call availability for critical incidents or escalations.

Operational Support & Backup

•    Provide backup coverage for shift-related issues (unplanned absences, planned leave, unexpected staffing gaps).
•    Manage Contract Management and UARQ (User Access Request) processes.

Continuous Service Improvement
•    Contribute to continuous service improvement initiatives. Implement proactive measures to identify and address potential problems before they impact operations.
•    Act as the ServiceNow lead, ensuring proper task dispatching and workflow adherence, and identifying, planning and testing improvements to be implemented in the tool. Implement configuration changes that do not require advanced ServiceNow administration expertise.

What are we looking for?

•    Experience: Minimum 1+ years in a NOC/Service Desk/Data Centre environment, with exposure to incident management and quality control. Understanding of ticket prioritization logic and SLAs/OLAs. Knowledge of escalation paths and operational governance.
•    Technical Knowledge: Strong understanding of ITIL processes, ServiceNow (or similar ITSM tools), and data centre operations. General understanding of monitoring tools. Basic grasp of network components, servers, and cloud concepts. Familiarity with data centre operational environments.
•    Leadership: Ability to guide teams, resolve conflicts, and enforce best practices.
•    Communication: Excellent verbal and written skills (English and Spanish). Ability to write clear operational documentation and communication messages.
•    Problem-Solving: Analytical mindset with the ability to troubleshoot and drive resolutions.
•    Flexibility: Willingness to be on-call and adapt to shifting priorities.

What’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 Notice

The 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.

$$ Somos una empresa comprometida con la igualdad de oportunidades. Fomentamos la diversidad en todas sus formas y cultivamos un entorno de trabajo inclusivo, libre de prejuicios, discriminación y acoso, donde todas las personas empleadas se sientan valoradas y parte de la comunidad. Damos la bienvenida a todas las candidaturas, independientemente de su sexo, edad, raza, origen étnico, procedencia social y cultural, religión, discapacidad u orientación sexual. 

 $$ HR Team Spain $$ seleccion.gdi@gi-de.com $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=26685&career_ns=job_application