Incident Manager

Our requirements

• Several years of hands-on experience in IT Service Management / Incident Management within a complex, enterprise-scale IT environment, preferably supporting business-critical applications and services.
• Strong understanding of the end-to-end incident lifecycle, including incident identification, prioritization, triage, escalation, resolution, SLA management, closure, and follow-up.
• Solid technical background across applications and infrastructure, such as application services, APIs and integrations, containers, servers, databases, middleware, and monitoring. This should enable effective discussions with technical teams and the ability to challenge technical assessments when required.
• Practical experience working closely with L2, L3, Development, Business, Infrastructure, and other relevant teams, coordinating activities and ensuring clear ownership during incident resolution.
• Good understanding of ITIL practices, particularly Incident, Problem, and Change Management, and the relationship between recurring incidents, root-cause analysis, corrective actions, and operational improvements.
• Ability to take end-to-end ownership of the incident portfolio, not only individual high-priority incidents, ensuring continuous traction of open, aging and stuck cases.
• Strong capability to actively manage the incident backlog, identify cases without sufficient progress, challenge unclear ownership, and drive responsible teams toward resolution.
• Experience identifying and escalating aging and stuck incidents, SLA risks and breaches, incidents without clear ownership, recurring incident patterns, dependencies blocking resolution, and cases requiring management attention or cross-team decisions.
• Ability to establish clear follow-up actions, owners, and deadlines, ensuring agreed actions are tracked to completion.
• Ability to distinguish between incidents requiring immediate technical attention and cases requiring Problem Management, structural remediation, or management escalation.
• Strong experience in leading incident triage calls, bringing together the correct technical and business teams, establishing ownership, and maintaining focus on concrete actions and resolution.
• Ability to facilitate discussions between multiple teams when the root cause or ownership is initially unclear.
• Strong escalation management skills, including the ability to drive action across organizational boundaries and ensure critical dependencies receive appropriate attention.
• Strong analytical skills with the ability to prepare, interpret, and present incident KPIs, trends, and operational metrics.
• Ability to understand the nature and business impact of major incidents and clearly explain them at a high level to senior management and business stakeholders.
• Ability to maintain a reliable incident tracker and management overview, consolidating information from multiple sources and ensuring that data used for management reporting is accurate and up to date.
• Strong practical experience with ITSM and work-management tools, preferably BMC Helix, Jira, Confluence, and Excel, or equivalent enterprise tools.
• Ability to work with incident information distributed across different tracking systems and maintain a consistent end-to-end view of incident status, ownership, actions, and dependencies.
• Experience with monitoring and alerting platforms supporting proactive identification and management of production issues is an advantage.
• Excellent English communication skills, both spoken and written.
• Strong ability to communicate confidently with senior management, business stakeholders, and technical teams, adjusting the level of technical detail to the audience.
• Strong facilitation skills and the ability to keep discussions fact-based, action-oriented, and focused on resolution.

Optional

• Continuation of "Our requirements"
• Strong sense of ownership, accountability, and follow-through.
• Proactive mindset, with the ability to identify incidents requiring attention without waiting for escalation from others.
• Well organized and capable of managing a large portfolio of concurrent incidents and follow-up actions.
• Persistent in driving resolution while maintaining constructive relationships with technical and business stakeholders.
• Comfortable working in a high-pressure production environment and able to prioritize effectively when several critical topics compete for attention.
• Able to move beyond incident administration and actively drive operational improvement by identifying recurring patterns, process weaknesses, and areas where incidents can be prevented or resolved more efficiently.

Your responsibilities

This is how we organize our work

What we offer

• Hybrid working model, min. 60% office presence.

Benefits

• sharing the costs of sports activities
• private medical care

Recruitment stages

• 1.
  Rozmowa z rekruterem ok. 15 min
• 2.
  Spotkanie rekrutacyjne z klientem ok. 60 min

IT CONNECT Sp. z o.o. Sp. k.