Informacje o stanowisku

technologies-expected :

• ServiceNow
• ITIL

• We are looking for two employees to extend the current client’s IM team of 4 people. To ensure the swift and efficient resolution of major incidents, minimize the impact on business operations, and ensure that normal service is resumed as quickly as possible. The team works EMEA hours, additionally supporting worldwide through on-call - each team member one week at a time, so once every 4-6 weeks

• Lead the response to major incidents, coordinating across technical and business teams
• Take ownership of major incidents, ensuring effective communication and coordination until resolution
• Ensure incidents are resolved within agreed Service Level Agreements (SLAs)
• Act as the primary point of contact for stakeholders during major incidents
• Provide regular updates to senior management and affected business units on incident status and progress
• Prepare post-incident reports detailing the root cause, impact, and actions taken
• Coordinate with various IT teams, including network, infrastructure, application, and third-party vendors, to resolve incidents
• Carry out post-incident reviews to identify lessons learned and opportunities for process improvement
• Develop and maintain incident management processes and documentation
• Conduct training and guidance to IT staff on incident management processes and best practices
• Participate in audits and ensure that all incident management activities are documented and auditable

• 3 – 6 years of professional experience as a Major Incident Manager in a large IT environment
• Proven track record of managing major incidents and driving them to resolution
• Understanding of IT infrastructure, networking, and application systems
• Ability to diagnose and troubleshoot complex technical issues
• Analytical and problem-solving skills
• Skilled in analyzing incident data to identify trends and root causes
• Experience with ITIL or other incident management frameworks
• Knowledge of incident management tools and software
• Capability to make quick decisions and remain calm under pressure
• Excellent verbal and written communication skills
• Ability to communicate complex technical issues to non-technical stakeholders
• Leadership and team management skills
• Familiarity with Financial Services and Institutions
• Residing in Poland required

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