Job Title

Santander Digital Services is looking for Technical Service Management to join the Public Cloud team based in Madrid. We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. A Technical Service Management is an IT professional responsible for ensuring stability, performance and continuous improvement of cloud-based services. They collaborate with cloud infrastructure, platform, security and application teams to manage incidents, coordinate resolution and drive root cause analysis. They oversee change processes, ensuring proper risk assessment, governance, and successful implementation of change. To succeed in this role, you will be responsible for: Own and continuously improve ITIL practices for Incident Management, Change Management, and Problem Management for AWS-based services. Ensure service stability and adherence to SLAs/OLAs through operational controls, service reviews, and continuous improvement initiatives. Establish and track service health KPIs (availability, incident volume, MTTR/MTTA, change success rate, problem recurrence). Incident Management (incl. Major Incidents) Lead incident triage and coordination across cloud infrastructure, platform, security, and application teams. Use Dynatrace / Cloudwatch insights (alerts, traces, service flow, SLOs) to accelerate identification of impact scope and probable root cause domains (app vs infra vs dependencies). Coordinate communications and status updates during incidents, ensuring timely escalation, stakeholder alignment, and restoration targets. Change Management & Governance (CAM / CAB / Committees) Create, validate, and control change requirements in ServiceNow, ensuring quality of change records (scope, impact, risk, test evidence, implementation plan, backout plan, approvals Lead or coordinate problem investigations for recurring incidents; ensure strong root cause analysis (RCA) and corrective/preventive action plans (CAPA). Professional Experience: Bachelor’s degree in computer science or related field (or equivalent experience). Advanced knowledge of ITIL best practices in service delivery (Incident, Change, Problem, Service Levels). 3+ years of experience in data analysis and metrics reporting for service operations. 3+ years of experience performing management and monitoring of infrastructure/cloud changes in production environments. Background in systems automation (scripting/automation concepts and operational use cases). Strong experience creating processes and documentation (playbooks/runbooks). Proven negotiation skills and strong time management. Education: Degree in Computer Science or a related field, preferably. Languages: Spanish and English (Fluent) Hard Skills: Exposure to AWS Well-Architected pillars (especially Reliability, Security, Operational Excellence). Familiarity with automation tooling (e.g., Python, Bash, PowerShell, Ansible, Terraform concepts). Experience in regulated environments (financial/banking) and governance-driven change management. Soft Skills Data-driven decision-making and risk assessment. Strong coordination and “matrix leadership” (influencing without direct authority). Clear communication to both technical and executive stakeholders. Ability to discern application vs cloud infrastructure issues during incident triage and route effectively. WHAT TO DO NEXT If this sounds like a role you are interested in, then please apply. READY TO TAKE THE NEXT STEP IN YOUR JOURNEY