About the Role
Detailed description of work task to be carried out What you will be doing • Lead the end-to-end management of major IT incidents, ensuring rapid restoration of services and minimizing business impact while maintaining adherence to defined SLAs. • Coordinate technical bridge calls and virtual war rooms, bringing together the right experts from infrastructure, application development, L2 support, business, to drive effective resolution. • Provide support and guidance to L2 and L3 support teams during incident resolution, ensuring alignment on priorities and escalation paths. • Own the incident lifecycle from detection through closure, including triage, prioritization, escalation, stakeholder communication, and documentation. • Ensure structured, consistent, and timely communication related to incidents towards business stakeholders, senior management, and internal technical teams. • Make sure that all incidents are handled and resolved in line with their agreed Service Level Agreements (SLAs), proactively addressing risks of potential breaches. • Ensure that incidents are properly recorded, categorized, and documented, with accurate timelines, root causes, corrective actions, and follow-up tasks. • Prepare, maintain, and present regular incident-related reports and statistics, highlighting trends, root causes, and areas for improvement. • Drive post-incident reviews, capturing lessons learned and ensuring that agreed preventive and corrective actions are defined, owned, and followed up. • Contribute to the continuous improvement of incident management processes, standards, and runbooks, promoting a culture of operational excellence. Who you are • A clear and confident communicator who can translate complex technical issues into concise, business-oriented messages. • A strong facilitator able to guide diverse technical teams, keep discussions focused, and drive incidents to resolution. • A highly accountable and proactive individual who takes ownership, follows through on actions, and ensures nothing falls between the cracks. • A collaborative team player who builds trust with both technical and business stakeholders and fosters a culture of transparency and continuous improvement. Must-have knowledge and experience Your experience and background • Several years of experience in IT Service Management, Incident Management, or a similar role in a complex, enterprise-scale environment. • Solid technical background in IT infrastructure and/or applications (e.g., containers, servers, databases, business-critical platforms) enabling you to understand and challenge technical inputs. • Experience working with and supporting L2 and L3 support teams, including escalation management and technical guidance during incident resolution. • Strong analytical skills with the ability to prepare, interpret, and present incident reports, metrics, and statistical data to various stakeholder groups. • Demonstrated ability to ensure incident resolution within defined SLA targets and manage expectations when SLA breaches are at risk. • Familiarity with ITIL best practices, particularly in the areas of Incident, Problem, and Change Management; • Experience with ITSM tools (e.g., BMC Helix, Jira, Confluence, and similar) and monitoring/alerting platforms used to detect and track incidents. • Excellent communication skills in English, both spoken and written; the ability to communicate clearly with senior stakeholders is essential. Nice-to-have knowledge and experience ITIL certification is a strong plus. Location: Tricity, Warsaw Hybrid work: up to 60% office {"country":"Polska","iso":"pl","locality":"Warszawa","region1":"Mazowieckie","region2":"Warszawa","region3":"Warszawa","latitude":"52.235840","longitude":"21.011959"}