Senior IT Incident Manager

Opis oferty

Wymagania

• 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

Zakres obowiązków

• 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