Incident & Quality Lead

Job description

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 Incident Management Operational Support & Backup Continuous Service Improvement - 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 chec...