Oferta pracy od partneraIndustry: Banking
Rate: 110 pln/h on b2b
Location: hybrid, 3 days per week form Warsaw, Gdańsk or Gdynia
Summary: The IT Incident Manager plays a crucial role in leading the management of major IT incidents, ensuring minimal business disruption and swift restoration of services in line with Service Level Agreements (SLAs).
Main Responsibilities:
Lead the management of major IT incidents to minimize business impact while adhering to SLAs.
Coordinate technical bridge calls and virtual war rooms with infrastructure, application development, and support teams.
Support L2 and L3 teams during incident resolution, ensuring aligned priorities.
Manage the incident lifecycle from detection to closure, including triage and stakeholder communication.
Ensure timely and structured communication regarding incidents to stakeholders.
Proactively manage risks of SLA breaches and ensure incidents are well recorded.
Prepare and present incident reports and statistics for various stakeholders.
Drive post-incident reviews and ensure follow-up on action items.
Contribute to enhancements in incident management processes and standards.
Key Requirements:
Several years of experience in IT Service Management or Incident Management.
Solid technical background in IT infrastructure/applications.
Experience with L2 and L3 support teams handling escalations.
Strong analytical skills to prepare and present incident reports.
Proven capability to meet SLA targets.
Familiarity with ITIL best practices.
Experience with ITSM tools, e.g., BMC Helix, Jira.
Excellent English communication skills, both written and spoken.
Nice to Have:
Experience in a complex, enterprise-scale environment.
Ability to challenge technical inputs based on a solid technical background.
Proven track in facilitating teams and discussions.
Ability to influence outcomes positively in team settings.
