IT Incident Management Specialist

Our requirements

• Bachelor’s degree in Information Technology, Computer Science, or equivalent practical experience.
• Minimum 2 years of experience in IT Service Management, Service Operations, Technical Support, or a similar IT role.
• Experience in Incident Management, Service Desk operations, or technical support environments.
• Good understanding of ITIL practices, particularly Incident, Problem, and Change Management.
• Experience working with ITSM platforms such as FreshService, ServiceNow, Jira, or similar solutions.
• Strong analytical, reporting, and data interpretation skills.
• Experience collaborating with technical and business stakeholders in a service delivery environment.
• Excellent written and spoken English.
• Ability to prioritize and coordinate activities in a fast-paced operational environment.
• Flexibility to support critical incidents outside standard business hours when required.

Optional

• ITIL certification or formal IT Service Management training.
• Experience working in international and matrix organizations.
• Exposure to cloud-based services and modern technology environments.
• Experience supporting large-scale, customer-facing services.

Your responsibilities

• Coordinating Incident Management activities across bolttech’s European operations, ensuring timely service restoration and effective stakeholder communication.
• Coordinating major incident management activities across European operations, ensuring effective communication and timely resolution.
• Facilitating major incident bridge calls and driving resolution activities across Infrastructure, Applications, Engineering, Vendor, and Business teams.
• Monitoring incident queues, SLA compliance, MTTR, backlog levels, and incident aging to support operational excellence.
• Supporting incident reviews and tracking Root Cause Analysis (RCA) actions, including corrective and preventive measures.
• Producing operational reports, KPI dashboards, and management updates.
• Supporting Hypercare activities and operational readiness for new partners and product launches.
• Contributing to the continuous improvement of ITIL Incident Management processes and service operations.
• Collaborating with internal stakeholders, external partners, and service providers to ensure effective incident resolution and service delivery.

This is how we organize our work

This is how we work on a project

• active monitoring
• documentation
• issue tracking tools

What we offer

• A visible role with direct impact on service stability and business continuity across European markets.
• The opportunity to collaborate with technical, operational, and business stakeholders in an international environment.
• Exposure to a broad range of technologies and critical business services, with opportunities to develop expertise in IT Service Management, ITIL practices, and service improvement initiatives.
• Close collaboration with the IT Service Management & Client Experience team, contributing to strategic operational excellence programs.
• Internal mobility opportunities to explore different roles and career paths within bolttech.
• Work Model: Hybrid (2 days per week in the office, located directly above the Świętokrzyska metro station)
• Working Hours: Flexible start time between 08:00 and 10:00. Standard business hours apply; however, availability outside regular working hours, including on-call support, extended coverage windows, and occasional weekend support during critical incidents may be required.
• Additional paid time off (10 days of care leave plus a day off for your birthday).
• Shorter Fridays with working hours ending at 1:45 PM.

Development opportunities we offer

• intracompany training
• mentoring
• substantive support from technological leaders
• technical knowledge exchange within the company

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• life insurance
• remote work opportunities
• flexible working time
• fruits
• corporate products and services at discounted prices
• integration events
• retirement pension plan
• no dress code
• coffee / tea
• christmas gifts
• employee referral program
• charity initiatives
• family picnics
• one shorter working day
• extra leave

bolttech Poland Sp. z o.o.