Incident Coordinators

Incident Coordinator

Gdańsk
Hybrid / Office-based
6 positions

About the role

We are looking for Incident Coordinators to join an IT operations environment and coordinate the resolution of major and high-priority incidents affecting critical business services.

You will act as the central point of coordination during incidents, bringing together technical teams, managing communication and driving recovery through to resolution.

Your responsibilities

• Coordinate and manage Major Incidents through to service restoration.

• Lead and facilitate Major Incident Management (MIM) bridge calls.

• Coordinate multiple technical teams and service towers during critical incidents.

• Act as the central communication point for stakeholders and leadership.

• Manage escalations and ensure the correct teams are engaged.

• Track actions, progress and recovery activities through to resolution.

• Provide regular and accurate incident updates.

• Facilitate post-incident reviews and support root cause analysis.

• Work closely with Service Desk, Problem, Change and Release Management teams.

• Maintain accurate incident records, documentation and reporting.

• Identify recurring issues and contribute to service improvement.

What we're looking for

• 2–4 years of experience in Incident Management or Major Incident Management.

• Practical knowledge of ITIL Incident Management and Major Incident Management.

• Hands-on experience acting as a Major Incident Coordinator.

• Experience leading or facilitating MIM bridge calls.

• Experience coordinating complex incidents across multiple technical teams.

• Good understanding of Service Desk operations and escalation processes.

• Strong stakeholder communication and coordination skills.

• Excellent verbal and written communication.

• Strong problem-solving and decision-making abilities.

• Ability to work effectively in a high-pressure, time-critical environment.

Nice to have

• Experience with Problem Management, Change Management or Release Management.

• ITIL Foundation certification.

Work model

📍 Gdańsk

Preference is for candidates who can work 5 days per week from the office. However, we are also open to candidates who can work 2–3 days per week onsite.

Incident Management Major Incident Management ITIL Service Desk Incident Coordinator MIM Change Management Problem Management