Incident & Quality Lead – IT Service Desk / NOC
1 day ago
Valencia
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 role You 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 responsibilities • Ensure ticket quality and adherence to SLAs/OLAs and processes, • Maintain documentation and knowledge base standards, • Act as a technical and procedural reference for the team, • Lead major incidents as backup Incident Manager, • Support onboarding, training, and team performance, • Drive continuous improvement and ServiceNow enhancements, • Provide operational backup when needed What we’re looking for • 3+ years in Service Desk, NOC, or Data Centre environments, • Strong knowledge of ITIL, ServiceNow (or similar), and infrastructure basics, • Experience in incident management within 24/7 environments, • Strong communication and stakeholder management skills, • Analytical mindset and problem-solving skills, • Flexibility for on-call and dynamic environments 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: 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 ___.
