2 days ago Be among the first 25 applicants

Location: Warsaw (1 day per week in office)

Rate: 1,100 PLN/day

Term: Initial 3 months - Immediate start required.

If youre a seasoned technologist with a sharp eye for systemic issues and a passion for driving long-term stability, this role puts you at the heart of service resilience for a regulated, always-on digital business.

You’ll lead the Problem Management function, working across engineering, operations, and vendor teams to identify and eliminate the root causes of major incidents. You’ll need to challenge assumptions, validate fixes, and ensure that problems don’t recur—especially in complex application landscapes.

Responsibilities

• Own the end-to-end Problem Management lifecycle, from identification through to resolution and closure
• Conduct deep-dive technical investigations into recurring incidents and systemic failures
• Collaborate with application development teams to validate root cause and implement sustainable fixes
• Ensure post-incident reviews are thorough, blameless, and lead to actionable outcomes
• Maintain accurate records in ITSM tools (e.g., ServiceNow), including known errors and workaround documentation
• Track and report on problem KPIs such as recurrence rate, time to resolution, and fix effectiveness
• Drive continuous improvement across incident and problem processes, aligned to ITIL 4 and SRE principles
• Support resilience planning, including failure mode analysis and proactive risk mitigation

Qualifications

• 8–10 years in IT operations, application support, or software engineering
• 5+ years in Problem or Major Incident Management, ideally in a regulated 24/7 environment
• Strong technical background—able to understand application architectures, logs, and code-level issues
• Experience working with development teams to drive root cause analysis and permanent fixes
• Familiarity with ITIL v4, SRE, and DevOps practices
• Excellent communication skills, with the ability to challenge constructively and influence senior stakeholders
• Knowledge of compliance frameworks relevant to incident and problem governance

Sound like you? Please do get in touch.