Command Center - ODS

Country: Spain

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Open Digital Services is the software development company of Santander Group powering the next generation of banks by creating innovative banking products and implementing them in collaboration with Santander Group Affiliates.  Santander Group is one of the world's largest financial institutions and the Eurozone's leader, we're committed to being the best Digital Bank with Branches in the industry.     

Our mission at ODS is to design and support an advanced digital and omnichannel platform, ensuring the best customer experience using cutting-edge technology. Openbank, our flagship partner, is where we develop our most advanced concepts first. Be part of our Best-in-Class  team and help us create unique value for our customers!   

THE DIFFERENCE YOU MAKE

Open Digital Services is looking for an Command Center based out of Madrid.

The Command Center Technician will be responsible for monitoring, supervising, and managing the operations of technology services, ensuring the early detection of incidents, proper escalation to resolution teams, and follow-up on critical events until they are resolved.

Their primary mission will be to contribute to operational continuity, minimize the impact of incidents on the business, and ensure effective communication during significant events.

We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• Conduct incident analysis and diagnosis.

• Execute defined operational procedures, runbooks, and first-level actions.

• Escalate incidents to the appropriate technical teams based on severity, impact, and the escalation matrix.

• Follow up on open incidents until they are resolved or stabilized.

• Record and document events, incidents, and actions taken in ITSM tools such as Jira, ServiceNow, or others.

• Coordinate operational communications during significant incidents.

• Participate in crisis management, war rooms, or operational committees as needed.

• Prepare activity reports and track SLAs, KPIs, and service availability.

• Identify opportunities for improvement in processes, monitoring, automation, and documentation.

• Keep procedures, operational guides, and knowledge bases up to date.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• Experience in IT operations environments, NOCs, command centers, advanced service desks, or monitoring.

• Knowledge of monitoring and observability tools, such as: Genesys Cloud

• Dynamics CRM, CloudWatch, AppDynamics

• Knowledge of ITSM tools: ServiceNow, Jira, Remedy

• Ability to interpret logs, metrics, traces, and alerts.

• Knowledge of ITIL processes: incident, problem, change, and escalation management.

Education

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field. (Required)

• Master's (Preferred)

Language

• English (Required)

Hard Skills

• Command Center

• NOC

• SOC operativo

• Service Desk L2

• Operaciones IT

• Monitorización de servicios críticos

Soft Skills

• ITIL Foundation certification is a plus.

• Genesy Cloud or observability certifications

WE VALUE YOUR IMPACT

Your contribution matters, and it’s recognized. You can expect a fair, compettive reward package that reflects the impact you create and the value you deliver. But we know rewards go beyond numbers.

• We offer more than just a paycheck—our benefits are designed to support your life, your goals and your well-being, now and into the future.

• Your health is our priority. Through BeHealthy, our global wellness programme, we promote Holistic wellbeing

• We know family is everything. That’s why we offer parental leave, childcare support and family-friendly programmes tailored to each life stage.

• We’re enable our teams to go beyond through global opportunities and broad career paths.

• We believe in the power of helping. You can dedicate part of your working hours to volunteering.

• We’re here to keep you motivated, help you reach your goals, and celebrate your progress, every step of the way.

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?

Open Digital Services is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.

We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.

The personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Digital Services, S.L. with registered office at Plaza de Santa Bárbara 2, 28004 (Madrid), Madrid, Spain for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment.  

For further information about your rights and data protection, please read the Open Digital Services Privacy Policy applicable to this type of data processing here