Senior IT Incident Manager

As a recruitment company, DCG understands that every business is powered by experienced professionals. Our management style and partnership approach enable us to meet your needs and provide continuous support. Due to our ongoing growth and the large number of recruitment projects we undertake for our partners, we are currently looking for:

Senior IT Incident Manager

Responsibilities:

• Own the end-to-end incident portfolio across a complex, business-critical IT environment

• Manage open, aging and stuck incidents, ensuring continuous progress and clear ownership

• Lead incident triage calls and coordinate L2, L3, Development, Business, Infrastructure and other relevant teams

• Drive incident identification, prioritization, triage, escalation, resolution, SLA management, closure and follow-up

• Identify and escalate SLA risks, breaches, unclear ownership, recurring incidents, blocked dependencies and cases requiring management attention

• Establish follow-up actions, owners and deadlines and track agreed actions to completion

• Facilitate cross-team resolution when root cause or ownership is unclear

• Distinguish incidents requiring immediate technical resolution from cases requiring Problem Management, structural remediation or management escalation

• Analyze incident KPIs, trends, recurring patterns and operational metrics

• Prepare incident reporting and communicate business impact to senior management and business stakeholders

• Maintain an accurate incident tracker and management overview across multiple tracking systems

• Drive operational improvements by identifying recurring incidents, process weaknesses and opportunities for more effective incident resolution and prevention

Requirements:

• Several years of hands-on experience in IT Service Management / Incident Management within complex, enterprise-scale IT environments, preferably supporting business-critical applications and services

• Strong understanding of the end-to-end incident lifecycle, including identification, prioritization, triage, escalation, resolution, SLA management, closure and follow-up

• Solid technical background across application services, APIs and integrations, containers, servers, databases, middleware and monitoring

• Proven ability to coordinate L2, L3, Development, Business, Infrastructure and other teams during incident resolution

• Good understanding of ITIL practices, particularly Incident, Problem and Change Management, including root-cause analysis and corrective actions

• Strong capability to manage incident backlogs, aging and stuck incidents, SLA risks and breaches, recurring patterns, dependencies and unclear ownership

• Practical experience leading incident triage, cross-team coordination and escalation management

• Strong analytical skills in incident KPIs, trends and operational metrics

• Ability to communicate incident nature and business impact clearly to senior management, business stakeholders and technical teams

• Hands-on experience with ITSM and work-management tools, preferably BMC Helix, Jira, Confluence and Excel, or equivalent enterprise tools

• Ability to consolidate incident information across multiple systems and maintain accurate status, ownership, actions and dependencies

• Excellent spoken and written English with strong facilitation and stakeholder management skills

• Strong ownership, accountability, organization, prioritization and follow-through in high-pressure production environments

• Proactive and persistent approach to incident resolution and operational improvement

Nice to have:

• Experience with monitoring and alerting platforms supporting proactive identification and management of production issues

Offer:

• Private medical care

• Co-financing for the sports card

• Constant support of dedicated consultant

• Employee referral program