IT Incident Manager

O projekcie: Offer: - Private medical care - Co-financing for the sports card - Constant support of dedicated consultant - Employee referral program Wymagania: - Several years of experience in IT Service Management, Incident Management, or a similar role within a large-scale organization - Solid technical understanding of IT infrastructure and/or applications (e.g., containers, servers, databases, enterprise platforms) - Experience working with L2 and L3 support teams, including escalation handling and technical coordination - Strong analytical skills with the ability to prepare and interpret incident data, reports, and metrics - Proven ability to manage incidents within SLA constraints and effectively handle escalation risks - Good understanding of ITIL practices, particularly Incident, Problem, and Change Management - Hands-on experience with ITSM tools (e.g., BMC Helix, Jira, Confluence or similar) and monitoring/alerting systems - Excellent English communication skills, both written and spoken, including interaction with senior stakeholders Codzienne zadania: - Lead end-to-end management of major IT incidents, ensuring timely service restoration and minimal business disruption in line with SLA targets - Coordinate technical bridge calls and virtual war rooms, engaging the right stakeholders across infrastructure, development, and support teams - Guide and support L2 and L3 teams during incident resolution, ensuring proper prioritization and escalation - Own the full incident lifecycle - from detection and triage to resolution, closure, and documentation - Ensure clear, structured, and timely communication to business stakeholders, senior management, and technical teams - Monitor SLA adherence and proactively mitigate risks of potential breaches - Ensure accurate incident logging, categorization, and documentation, including timelines, root cause analysis, and corrective actions - Prepare and present incident reports, metrics, and trend analyses to support data-driven decision-making - Lead post-incident reviews, ensuring lessons learned are captured and preventive actions are implemented - Continuously improve incident management processes, standards, and runbooks