Incident Manager

Join us, and discover endless opportunities for growth in incident management!

Krakow-based opportunity with the possibility to work 70% remotely!

As an Incident Manager, you will be working for our client, a leading financial institution, managing incidents to resolution with a focus on exceeding customer expectations. You will actively lead the resolution team, facilitating technical investigations, and ensuring the rapid recovery of operational services within SLAs. Collaborating closely with Site Reliability Engineering (SRE), you will drive faster resolution of technology issues and mitigate future incidents.

Your main responsibilities:

• Facilitating technical investigations and recovering operational services promptly, adhering to SLAs
• Driving faster resolution of technology issues and reducing volumes of incidents in collaboration with Site Reliability Engineering (SRE)
• Assessing the impact and severity of incidents, communicating progress towards recovery to stakeholders
• Ensuring all high-impact incidents contain current and accurate data within Service Management Tools
• Collaborating with Resolver teams, Problem Management, and Major Incident Management
• Conducting meetings and Post-Incident Reviews, hosting retrospective meetings to learn from incidents, and prevent future occurrences
• Preparing monthly reports on breached ticket trends within IT

You’re ideal for this role if you have:

• Experience with service management tools like ServiceNow, CA SDM, JIRA, Splunk, and AppDynamics
• Excellent written and spoken communication skills, with the ability to articulate complex information effectively to various audiences
• Understanding of technical and business processes to drive incidents to conclusion promptly
• Ability to work under pressure and meet tight deadlines
• Desire to continuously improve service delivery to stakeholders

It is a strong plus if you have:

• 2+ years’ experience in Incident Management
• Flexibility to cover afternoon shifts or on-call shifts after knowledge transfer from SRE team members
• Good knowledge of various IT technologies and ITIL certification
• Strong problem-solving, analytical, and critical thinking skills
• Ability to thrive in a fast-paced, multicultural team environment
• Motivation to solve incidents/tasks independently and foster cooperation at all levels
• Extensive experience within an enterprise-scale organization, preferably in a regulated environment

#GETREADY  to meet with us!

We would like to meet you. If you are interested please apply and attach your CV in English or Polish, including a statement that you agree to our processing and storing of your personal data. You can always also apply by sending us an email at recruitment@itds.pl.

Internal number #4789

Internal number #4789