IT Incident Manager (banking)

Industry: BankingRate: 110 pln/h on b2b Location: hybrid, 3 days per week form Warsaw, Gdańsk or Gdynia Summary: The IT Incident Manager plays a crucial role in leading the management of major IT incidents, ensuring minimal business disruption and swift restoration of services in line with Service Level Agreements (SLAs). Main Responsibilities: • Lead the management of major IT incidents to minimize business impact while adhering to SLAs. • Coordinate technical bridge calls and virtual war rooms with infrastructure, application development, and support teams. • Support L2 and L3 teams during incident resolution, ensuring aligned priorities. • Manage the incident lifecycle from detection to closure, including triage and stakeholder communication. • Ensure timely and structured communication regarding incidents to stakeholders. • Proactively manage risks of SLA breaches and ensure incidents are well recorded. • Prepare and present incident reports and statistics for various stakeholders. • Drive post-incident reviews and ensure follow-up on action items. • Contribute to enhancements in incident management processes and standards. Key Requirements: • Several years of experience in IT Service Management or Incident Management. • Solid technical background in IT infrastructure/applications. • Experience with L2 and L3 support teams handling escalations. • Strong analytical skills to prepare and present incident reports. • Proven capability to meet SLA targets. • Familiarity with ITIL best practices. • Experience with ITSM tools, e.g., BMC Helix, Jira. • Excellent English communication skills, both written and spoken. Nice to Have: • Experience in a complex, enterprise-scale environment. • Ability to challenge technical inputs based on a solid technical background. • Proven track in facilitating teams and discussions. • Ability to influence outcomes positively in team settings.