Senior IT Incident Manager (KYC)

Join our team as a Senior IT Incident Manager and take charge of managing high-criticality IT incidents end-to-end within a dynamic enterprise environment. This role focuses on coordinating Level 2 and Level 3 technical teams, ensuring rapid service restoration, and keeping service level agreements intact.

Location and Work Mode: Hybrid role based in Tricity or Warsaw with up to 3 days per week in office (schedule flexible, individually arranged). Recruitment process conducted remotely.

Key Responsibilities:

• Manage IT incidents from detection through to closure
• Organize and lead war rooms and bridge calls
• Coordinate L2 and L3 teams in troubleshooting incidents
• Handle escalations and prioritize incident response efforts
• Ensure compliance with SLA and minimize risks of breaches
• Communicate effectively with business and technical stakeholders
• Document incident timelines, root causes, and corrective actions
• Prepare detailed incident reports and analyses
• Conduct post-incident reviews and implement improvements
• Collaborate in optimizing Incident Management processes

Must-Have Qualifications:

• Several years of experience in IT Service Management / Incident Management
• Experience working in enterprise environments
• Proven ability to work with L2 and L3 teams and manage escalations
• Strong knowledge of ITIL processes (Incident, Problem, Change Management)
• Hands-on experience with ITSM tools such as Jira, BMC Helix, Confluence
• Understanding of IT infrastructure and/or applications (servers, containers, databases)
• Strong data analysis and reporting skills
• Excellent communication skills in English
• Ability to perform under pressure in crisis situations

Preferred Qualifications:

• ITIL certification
• Experience in regulated or financial sectors