European Incident Manager | ITSM & Response Leader

bolttech; Warszawa; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

International team

Hybrid work model

Care leave & birthday off

Job summary

bolttech is seeking an experienced Incident Management professional to coordinate major incidents across its European operations from Warsaw. You will act as the primary bridge between Technology, Product, Engineering, and Business teams, ensuring timely restoration of services and clear stakeholder communication.

Working in a hybrid environment with 2 days in the Warszawa office, you will shape ITSM practices, drive RCA and corrective actions, and report on KPIs while collaborating with

Qualifications

• Fluent English and Polish required for international collaboration.
• Experience in Incident Management with ITIL knowledge.
• Experience with FreshService, ServiceNow or Jira.
• Strong stakeholder management and communication skills.
• 3+ years in IT Service Management or related fields.
• Bachelor's degree in IT/CS or related discipline.

Responsibilities

• Own end-to-end Incident Management across European operations.
• Drive service restoration and minimize business impact during incidents.
• Lead incident bridge calls and coordinate cross-functional teams.
• Be primary contact for business-critical incidents.
• Manage escalations across Infra, Applications, Eng, Vendors, and Business.
• Communicate timely updates to stakeholders throughout incidents.
• Monitor queues, SLA compliance, MTTR, and performance metrics.
• Lead RCA and drive corrective actions after major incidents.
• Support ITIL Incident Management improvements and reporting.
• Produce operational reports and KPI dashboards.
• Collaborate on Hypercare and new partner/product launches.

Skills

Fluent English

Fluent Polish

Incident Management

ITIL processes

FreshService

ServiceNow

Jira

Stakeholder management

Reporting & documentation

Out-of-hours support

Education

Bachelor's Degree in IT/CS

Tools

FreshService

ServiceNow

Jira

Job description

bolttech is seeking an experienced Incident Management professional to coordinate major incidents across its European operations from Warsaw. You will act as the primary bridge between Technology, Product, Engineering, and Business teams, ensuring timely restoration of services and clear stakeholder communication.

Working in a hybrid environment with 2 days in the Warszawa office, you will shape ITSM practices, drive RCA and corrective actions, and report on KPIs while collaborating with