Incident & Problem Coordinator

Nasze wymagania: 2–5 years of experience in Incident Management, Problem Management, operations, technical support or similar roles Solid understanding of SaaS environments, monitoring and change processes Strong communication, facilitation and coordination skills — especially under pressure Ability to bring structure and clarity to complex and time critical situations ITIL Foundation certification Mile widziane: Experience contributing to service reliability, operational governance or resilience initiatives Exposure to RCA facilitation, trend analysis or incident reporting Interest in preventive operations and continuous improvement practices O projekcie: We are looking for a future focused Incident & Problem Coordinator who will play a key role in strengthening the reliability and resilience of Banqsoft’s mission critical SaaS services. This role goes beyond traditional incident coordination — it supports our shift toward preventive, data driven and continuously improving operational ways of working, fully aligned with Banqsoft’s future capability needs. You will work closely across engineering teams, SaaS platforms, business stakeholders and external vendors, using a coordinative, facilitative and structured mindset. Your work will help ensure service stability today while reducing recurring issues tomorrow — always with customer impact and quality at the centre. Zakres obowiązków: End to End Incident Coordination & Ownership • Lead P2 and complex P3 incidents end to end • Run war rooms and coordinate technical teams across functions and vendors • Ensure clear, timely and structured communication to stakeholders throughout incidents Problem Management & Long Term Stability • Facilitate root cause analyses (RCAs) and post incident learning • Track corrective and preventive actions to completion • Identify incident trends and systemic weaknesses across platforms and services • Support prioritization of long term fixes over repeated short term reactions Data Driven & Preventive Operations • Use incident data and reporting to highlight patterns, risks and improvement areas • Contribute to more proactive and preventive operational practices • Support regular incident and problem review forums with clear insights and outcomes Collaboration, Governance & Continuous Improvement • Work closely with engineering, operations, service management and product teams • Support structured incident/problem management processes across teams and countries • Help strengthen operational maturity, consistency and transparency Oferujemy: High impact role influencing service stability and customer trust across the organization Opportunity to work closely with engineering, operations and product teams Clear growth path toward senior coordination roles, service management, SRE adjacent roles or operational governance A role for people who enjoy bringing structure to complexity and improving how work is done — not just reacting to issues