Senior Incident Manager

About the role

We are seeking an experienced Incident Manager to become part of a large-scale international financial environment that supports business-critical applications and services.

You will own the full incident management process from start to finish, bring technical and business stakeholders together, uphold operational governance, and guarantee that

Requirements

• A minimum of 5 years of experience in Incident Management or IT Service Management

• Solid grasp of the full incident lifecycle

• Experience supporting enterprise-scale and business-critical environments

• Technical understanding of applications, infrastructure, integrations, APIs, databases, middleware, and containers

• Experience coordinating L2, L3, Development, Infrastructure, and Business teams

• Practical knowledge of ITIL Incident, Problem, and Change Management

• Strong stakeholder management and communication skills

• Experience leading incident war rooms and triage calls

• Ability to manage escalations across multiple teams and organizational units

• Strong analytical and reporting skills

• Experience working with SLA management and operational governance

• Excellent English communication skills

• BMC Helix, Jira, Confluence, Excel, APIs, Containers, Databases, Monitoring Platforms

Responsibilities

1. 1

   Take full ownership of the Incident Management process end to end across a range of services and platforms

2. 2

   Run incident triage, prioritization, escalation, and resolution activities

3. 3

   Facilitate incident bridge calls and bring technical and business stakeholders together

4. 4

   Spot incidents that are aging, stuck, or unresolved and actively manage them

5. 5

   Question unclear ownership and push for accountability across teams

6. 6

   Track SLA compliance and raise risks proactively

7. 7

   Make sure incidents are documented and closed in line with established procedures

8. 8

   Bring cross-functional teams together during major incidents and service disruptions

9. 9

   Monitor follow-up actions and guarantee that agreed activities are finished on time

10. 10

    Spot recurring incident patterns and work together with Problem Management teams

11. 11

    Produce incident reports, KPIs, trend analysis, and management presentations

12. 12

    Deliver regular operational updates to senior stakeholders and business representatives

13. 13

    Keep a consolidated incident overview spanning multiple tracking systems

Benefits & perks

• Salary: 800-1000 PLN/day on B2B
• Work model: hybrid from Gdynia / Gdańsk / Warszawa (3 days per week from the office)