IT Incident Manager

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Job Purpose

MSC Cruises is the world’s third-largest cruise brand as well as the leader in Europe, South America, the Gulf region, and Southern Africa with more market share in addition to deployed capacity than any other player. It is also the fastest-growing global cruise brand with a strong presence in the Caribbean, North America, and Far East markets. Headquartered in Geneva, MSC Cruises is one of the two brands that sit within the Cruise Division of MSC Group, the leading privately held Swiss-based shipping and logistics conglomerate with over 300 years of maritime heritage. MSC Cruises – the contemporary brand - has a modern fleet of 22 cruise ships with three new vessels due to be launched in 2025, 2026, and 2027.

As an IT Incident Manager, your primary responsibility is to ensure the effective and efficient management of IT incidents within the organization. You will play a crucial role in minimizing the impact of incidents on business operations, maintaining service levels, and facilitating timely resolution. The job purpose encompasses leading incident response efforts, coordinating with cross-functional teams, and implementing preventive measures to enhance overall IT resilience.

Key Accountabilities

• Lead and coordinate IT incident response to ensure fast and effective resolution, minimizing impact on business operations. Act as the primary point of contact for all incident-related communication, ensuring transparency and keeping stakeholders informed throughout the incident lifecycle.
• Conduct post-incident reviews and proactive analysis, identifying root causes, systemic issues, and emerging risks through trend analysis and risk assessments. Translate insights into preventative actions, working cross-functionally to drive continuous improvement and strengthen incident response strategies.
• Identify and address recurring issues through trend analysis and collaboration with Problem Management, incorporating risk assessments to identify vulnerabilities and prioritizing incident response efforts accordingly.
• Develop and present actionable incident reporting, delivering clear dashboards and insights to leadership while supporting the continuous improvement of Incident, Major Incident, and Problem Management processes in line with industry best practices.
• Ensure seamless integration of Incident Management with other ITIL processes such as Change, Release, Configuration, and Knowledge Management.
• Facilitate targeted training and simulation exercises to enhance incident response readiness across IT and non-IT teams, promoting awareness, preparedness, and consistent performance in line with defined SLAs and OLAs that support business-critical operations.

• At least 5 years’ proven experience as IT Incident Manager.
• Master's degree in computer science, engineering or equivalent.
• Fluent in English, oral and written (any other language is an advantage) with excellent written and verbal communication skills.
• Effectively managing key stakeholders both internally and externally in the organisation. Experience in supplier’s governance and services setup & management.
• Proven experience in Incident Management, ITIL or other relevant frameworks.
• ITSM ServiceNow Platform knowledge, any certification is an advantage that will be very appreciated.
• Demonstrated success in implementing preventive measures and driving continuous improvement.
• Experience in risk assessments and prioritizing incident response efforts.
• Experience supporting 24/7 environments, with a strong understanding of critical systems and operations.
• Willingness to be On-Call or work flexible hours during major incidents, ensuring timely leadership and resolution.

• Right to work in Italy

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!