Senior IT Incident Manager (KYC_IT Project Manager)

PROJECT INFORMATION:

• Industry: banking

• Location: Gdańsk (3/week in the office)

• Remuneration: up to 155 PLN/h netto+VAT (B2B)

Summary

We are seeking an experienced Incident Manager to oversee incident management operations in a business-critical IT environment, ensuring effective governance and technical understanding.

Main Responsibilities:

• Drive end-to-end incident management and operational governance.

• Manage the incident lifecycle from identification to resolution, including SLA management.

• Coordinate activities between technical teams (L2, L3) during incidents.

• Lead incident triage calls, establishing ownership and concrete action steps.

• Prepare and present incident KPIs and operational metrics to stakeholders.

• Utilize ITSM tools for tracking and maintaining incident records.

Key Requirements:

• Several years of experience in IT Service Management or Incident Management.

• Strong understanding of the incident lifecycle and ITIL practices.

• Solid technical background in applications, APIs, containers, and databases.

• Ability to manage incident backlogs and escalate issues effectively.

• Excellent analytical skills for KPI and trend analysis.

Nice to Have:

• Experience with ITSM tools like BMC Helix, Jira, and Confluence.

• Familiarity with monitoring and alerting platforms.

• Ability to communicate complex issues to non-technical stakeholders.

Other Details:

Role will operate in a physical location in Poland. Position involves managing operations related to high impact IT environments.