Senior Technical Incident Management Consultant

Are you passionate about technology and problem-solving? Read on to discover the responsibilities and challenges that await you as a Senior Technical Incident Management Consultant at LedaMC.

updated | 03 June, 2026

OPERATIONS

At LedaMC, we specialize in optimizing IT Governance, helping our clients improve the quality, efficiency, and performance of their digital services.

We are looking for a Senior Technology Incident Management Consultant with strong leadership and influencing skills, capable of coordinating teams and vendors, managing critical situations, and acting as a key bridge between Business and Technology.

We need someone with confidence, sound judgment, and strong negotiation skills who can build consensus across different areas, manage conflicts constructively, and mobilize technical and business teams toward shared objectives.

The ideal candidate combines a solid technical background with excellent communication, executive stakeholder management, and operational leadership skills, serving as a trusted expert in the resolution of complex incidents and the continuous improvement of digital services.

Required Profile
  • University degree in Engineering, Technology, Information Systems, or a related field.
  • Professional level of English.
  • 3–5 years of experience in IT operations, digital services, or service management.
  • Experience coordinating teams, vendors, and multiple stakeholders.
  • Strong leadership, negotiation, and influencing skills.
  • Excellent communication skills and the ability to engage effectively with technical teams, business stakeholders, and senior management.
  • Strong analytical capabilities and sufficient technical knowledge to diagnose incidents and understand digital architectures and processes.
  • Comfortable working in demanding, fast-paced, and results-oriented environments.
Key Responsibilities

Advanced Incident Management and Digital Operations

  • Lead the end-to-end management of critical incidents and digital operations.
  • Coordinate internal teams and external vendors, ensuring commitments, SLAs, and action plans are delivered successfully.
  • Make decisions in high-pressure situations, managing risks, conflicts, and escalations.
  • Act as the primary point of contact between business and technology teams, aligning priorities and objectives.
  • Analyze functional and technical incidents, identifying root causes and improvement opportunities.
  • Drive service optimization, stability, and continuous improvement initiatives.
  • Prepare and present executive reports, operational metrics, and improvement recommendations.

Functional Consulting and Cross-Functional Coordination

  • Serve as the key link between Business, IT, and technical teams.
  • Translate business needs into operational and technical requirements.
  • Provide a consultative perspective on process improvement, platform stability, and digital experience.
  • Participate in operational optimization and service governance initiatives.
  • Support decision-making through reporting and data analysis.

Functional Support and Organizational Knowledge

  • Provide cross-functional support to different business areas through acquired functional expertise.
  • Coordinate and properly route queries and incidents across the organization.
  • Ensure effective communication and traceability between teams.
Required Experience
  • Digital incident management and IT operations.
  • Functional support and digital service coordination.
  • SLA management and operational monitoring.
  • Functional Testing / UAT / QA.
  • Collaboration with technical and business teams.
  • Functional analysis and troubleshooting.
Desired Tools and Technical Knowledge
  • ServiceNow
  • Jira
  • Remedy
  • Confluence
  • Splunk
  • Kibana / Dynatrace
  • Tealeaf / Quantum Metric
  • Salesforce
  • Microsoft 365
  • Advanced Excel (Pivot Tables, advanced formulas, macros are a plus)
  • PowerPoint
  • SharePoint
  • Microsoft Teams
  • OneNote
Preferred Methodologies and Certifications
  • ITIL
  • Agile
  • Scrum
  • ISTQB
What We Offer
  • Opportunity to participate in projects and services for major international clients.
  • Training and professional development plan.
  • Flexible working hours.
  • Excellent working environment.
  • Professional growth opportunities within the company.
  • Employee benefits.

At LedaMC, we are dedicated to providing equal opportunities for all individuals, regardless of their race, age, gender, colour, marital status, nationality, beliefs, sexual orientation, gender identity, disability, or any other physical or social condition. We foster an inclusive environment that values and respects every person, and we are committed to upholding a culture of respect and diversity in everything we do.

At LedaMC, we believe that diversity is essential to our success and in creating an enriching work environment that fosters creativity and innovation. We invite you to join our team if you share our commitment to equality and diversity.

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