Incident and Problem Manager

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of defence and security, aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

In Romania, we are advancing innovation through software engineering, research and development, delivering solutions in key markets in which Thales Group operates. Our engineers design, develop and integrate solutions that impact global industries – from fully operational systems and subsystems for naval warfare and maritime security operations, to air traffic management systems, satellite-based solutions, tactical indoor simulations, identity and biometric technologies and more.

As an experienced Incident Manager and Process Owner with a strong background in managing and leading Incident and Major Incident Management teams, you will be responsible for the end-to-end ownership of the Incident Management process, ensuring seamless service restoration, stakeholder communication, and continuous process improvement. You will also serve as the key point of contact for major incidents, driving swift resolutions and facilitating root cause analysis, while managing changes and problem processes.

Required competencies/experience:

Incident Management Process Ownership:

• Own and continuously improve the Incident Management process, with particular focus on achieving SLA targets and reducing backlog.

• Lead the onboarding and IT service transfer activities for client accounts ensuring a smooth transition and adoption of Incident Management practices.

• Conduct regular audits on incident tickets to ensure adherence to process standards and quality benchmarks.

• Investigate ticket anomalies including bouncing and escalated tickets to identify and resolve bottlenecks.

• Lead and coordinate Incident Management teams in a Business-As-Usual (BAU) environment, focusing on operational excellence and timely incident resolution.

• Collaborate directly with clients and vendors to communicate process philosophies, updates, and incident statuses via meetings and presentations.

Major Incident Management:

• Lead Major Incident War Rooms and Resolution Bridge Calls, ensuring effective multi-stakeholder coordination during critical incidents.

• Manage 24x7 coverage to minimize service disruption and ensure speedy restoration for critical services.

• Maintain comprehensive communication channels and update all relevant parties promptly and accurately regarding incident status and resolution progression.

• Develop and enforce action plans and backup strategies to maintain SLA compliance during major incidents.

• Capture and document post-incident lessons learned, including root cause analysis (RCA).

Problem Management:

• Analyze incident trends for problem identification and lead the Problem Management process to prevent recurrence.

Skills & Competencies:

• Strong hands-on expertise in Incident, Major Incident and Problem Management.

• SLA-driven ticket and backlog management.

• Excellent stakeholder communication, presentation, and client interaction skills.

• Proficient in organizing and managing war rooms and bridge calls during major incidents.

• Ability to lead cross-functional teams under pressure and tight deadlines.

• Thorough knowledge of ITIL frameworks and ITSM tools.

• Effective process auditing, documentation, and quality assurance capabilities.

• 24x7 operational flexibility and resilience.

Qualifications:

• ITIL Foundation (or higher) Certification preferred.

• Proven track record in Incident and Major Incident Management roles.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.