Incident Manager

ABOUT GETNET

Getnet Platforms is part of Santander Payment Solutions and brings together a set of key platforms within Santander’s global payments technology ecosystem. It includes software-as-a-service capabilities across the entire payments value chain, such as account-to-account processing, FX, SWIFT connectivity, fraud management and card processing infrastructure.

It enables financial institutions, non-bank financial institutions (NBFIs) and payment service providers (PSPs) to operate, scale and evolve their payment capabilities across multiple rails, markets and regulatory environments, without the need to rebuild their core systems.

Proven at scale, including within Santander itself, these platforms provide a modular foundation that complements Getnet’s global payment capabilities to support client growth through payments.

 

WHY JOIN OUR TEAM

If you want to shape the future of financial solutions, this is the place!

At Getnet Platforms, your work connects to something bigger, creating a real impact across global teams and markets for our clients and communities.

Our people are our greatest strength. We combine growth opportunities, strong team connections, and a culture that supports your well-being and sense of belonging, so you can develop, contribute, and feel valued. With flexibility and autonomy built into how we work, you’ll have the space to focus, collaborate, and perform at your best.

Here, your impact matters, your growth is supported, and your experience is designed to help you thrive.

 

WHAT YOU’LL DO

As an Incident Manager, these will be some of the key activities in your day-to-day role:

• Drive the implementation of the Service strategy across clients and services, focusing on reducing incident resolution times, preventing recurrence and continuously improving processes.

• Lead incident management and forensic activities in coordination with Local and Global Payment Hub teams to support reliable service delivery.

• Coordinate Product, Platform, Development, Operations, Business and SDS stakeholders during incidents, fostering transparency, teamwork and customer focus.

• Manage client communications throughout incidents, providing clear, relevant and assertive information through resolution.

• Lead and support Major Incident Management teams during critical incidents.

• Apply industry best practices, techniques and standards throughout incident and problem management activities.

• Identify opportunities to strengthen incident and problem management processes.

• Monitor problem improvement plans and follow through on actions designed to prevent incident recurrence.

 

WHAT WE’RE LOOKING FOR

We are in search of an Incident Manager to join our team in Madrid, Spain, with the following qualifications and background:

Professional Experience

• Experience or a strong background in problem-solving and tackling complex operational challenges.(Required)

• Practical, learning-by-doing mindset with a focus on delivering usable solutions.(Required)

Education

• Degree in Systems Engineering, Computer Engineering, Mathematics, Physics, Economics, Business Administration or a similar field.(Required)

Languages

• Advanced English, written and spoken.(Required)

• Advanced Spanish.(Required)

• Portuguese.(Preferred)

Hard Skills

• Incident and problem management.

• Strong analytical capabilities and structured problem breakdown.

• Strong communication and presentation skills.

• Ability to prioritize and focus on the most critical issues.

Soft Skills

• Teamwork and collaboration.

• Influencing without formal authority.

• Structured and organized approach.

• Problem-solving mindset.

• Effective communication.

• Prioritization and focus.

 

Getnet Platforms is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to providing an inclusive and accessible application process for all candidates.

 

OUR OFFER AND BENEFITS

By joining our team, you will enjoy multiple benefits, such as:

• We care for your well-being, so you will have health insurance, life insurance, dental insurance, annual health care, and access to Wellhub.

• We promote flexibility with a hybrid and collaborative model; the selected candidate must be ready to work 60% on-site.

• We aim to boost your growth with access to self-development programs.

• We aim to make your workdays more accessible, so you will have transportation allowance and meal voucher/food voucher.

• Getnet Platforms is part of Santander Group, one of the world’s leading financial groups, with a presence in more than 22 countries.

 

IT STARTS HERE. TAKE YOUR NEXT PROFESSIONAL STEP

If you’re interested and meet the requirements, apply now or share this opportunity with someone who might be looking for it.