Incident Coordinator

Our requirements

• 2-4 years of experience in Incident Management, Major Incident Management, or IT Service Management environments.
• Hands-on experience working as an Incident Coordinator or Major Incident Coordinator.
• Good knowledge of the ITIL framework and practical experience in Incident Management and Major Incident Management processes.
• Experience facilitating or supporting Major Incident Management (MIM) calls.
• Experience managing cross-tower incidents and coordinating multiple support teams.
• Good understanding of Service Desk operations, escalation management, and operational support processes.
• Ability to communicate effectively with technical teams, business stakeholders, and leadership.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively under pressure and manage multiple priorities simultaneously.
• Experience with ITSM tools such as ServiceNow, Remedy, BMC Helix, or similar platforms.
• Strong stakeholder management and customer-focused approach.
• Willingness to work in a rotational 24x7 shift environment.

Optional

• ITIL Foundation Certification or equivalent IT Service Management certification.
• Knowledge of Problem Management, Change Management, or Release Management processes.
• Experience supporting enterprise-scale IT environments.
• Exposure to cloud technologies and modern infrastructure environments.
• Experience in KPI reporting, service reviews, and continuous service improvement initiatives.
• Experience working in multicultural and global delivery environments.

Your responsibilities

• Coordinate and manage the lifecycle of major and high-priority incidents to ensure timely resolution and service restoration.
• Facilitate and chair Major Incident Management (MIM) bridge calls, ensuring the engagement of all relevant support teams.
• Drive incident triage, prioritization, escalation, and stakeholder communication activities.
• Coordinate cross-functional teams across infrastructure, applications, networks, cloud, and third-party vendors during incident resolution.
• Provide regular incident status updates to business stakeholders, technical teams, and leadership.
• Monitor incident progress and ensure actions are completed within agreed timelines.
• Support escalation management processes and ensure appropriate engagement of technical experts.
• Ensure compliance with Incident Management processes, operational procedures, SLAs, and OLAs.
• Assist in conducting post-incident reviews and contribute to root cause analysis discussions.
• Work closely with Problem Management, Change Management, Release Management, and Service Desk teams to support service stability and continuous improvement.
• Maintain accurate incident documentation, reports, and management summaries.
• Track and analyze incident trends to identify recurring issues and opportunities for process improvement.
• Support service governance activities and contribute to operational excellence initiatives.
• Participate in a 24x7 shift rotation and provide support during critical business-impacting incidents.

About the project

This is how we organize our work

What we offer

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
• Premium medical services for employees and family members (Lux med)
• Life & Disability Insurance for employees and family members (Generali)
• Social Fund benefits: holiday bonuses, kindergarten allowances, Christmas bonuses etc
• Variable Pay (part of annual compensation): Quarterly bonus based on company performance.
• Co-financing for glasses
• Access to internal and external learning platforms (i.e. WiLearn, HMM, FutureSkills)
• Employee Referral bonuses
• Relocation assistance: accommodation, travel, and other covered expenses
• Foreign language allowance, On-call allowance, Call-out allowance, morning/evening/night Shift allowance, Overtime work allowance, Business travel allowance (if applicable to the role requirements)
• Integration and cultural events for employees
• Performance based Reward and recognition programs

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance

WIPRO IT SERVICES POLAND Sp. z o.o.