Hybrid Incident Manager: End-to-End IT Incident Governance

Optiveum; Warszawa; Hybrid; PLN 153,000 - 219,000; Full time

Job summary

Optiveum is seeking an Incident Manager to join a global banking client. You will own end-to-end incident management and operational governance across a complex IT environment, driving aging and stuck incidents to resolution.

You will lead triage calls, coordinate cross-functional teams, escalate appropriately, and deliver KPI-focused reporting to senior stakeholders. Fluent in English with ITIL experience; hybrid work with 60% office presence in Poland is offered.

Qualifications

• Hands-on IT Service Management / Incident Management experience in a complex enterprise IT environment.
• Strong understanding of end-to-end incident lifecycle: identification, prioritisation, triage, escalation, resolution, SLA management, closure and follow-up.
• Experience coordinating L2, L3, Development, Business, Infrastructure and other teams during incident resolution.
• Good understanding of ITIL practices, particularly Incident, Problem and Change Management, and their link to root-cause analysis and corrective actions.
• Strong practical experience with ITSM tools such as BMC Helix, Jira, Confluence and Excel, or equivalent enterprise tools.
• Ability to work with incident information spread across different tracking systems and keep a consistent end-to-end view of status, ownership, actions and dependencies.
• Excellent spoken and written English.
• Confident communication with senior management, business stakeholders and technical teams, adjusting technical detail to the audience.
• Strong facilitation skills, action-oriented and focused on resolution.
• Well organised with ability to manage a large portfolio of concurrent incidents and follow-up actions.

Responsibilities

• Take end-to-end ownership of the incident portfolio, ensuring continuous traction of open, aging and stuck cases.
• Actively manage the incident backlog, identify cases without progress, challenge unclear ownership and drive teams toward resolution.
• Identify aging and stuck incidents, SLA risks and breaches, and cases requiring management attention or cross-team decisions.
• Establish follow-up actions, owners and deadlines, and track completion.
• Distinguish incidents requiring immediate technical attention from cases needing Problem Management or management escalation.
• Lead incident triage calls, bringing together technical and business teams to establish ownership and concrete actions.
• Facilitate discussions when root cause or ownership is unclear and manage cross-team escalations.
• Prepare, interpret and present incident KPIs, trends and operational metrics to senior management.

Skills

Incident ownership

Analytical thinking

Stakeholder communication

ITIL knowledge

Tools

BMC Helix

Jira

Confluence

Excel

Job description

Optiveum is seeking an Incident Manager to join a global banking client. You will own end-to-end incident management and operational governance across a complex IT environment, driving aging and stuck incidents to resolution.

You will lead triage calls, coordinate cross-functional teams, escalate appropriately, and deliver KPI-focused reporting to senior stakeholders. Fluent in English with ITIL experience; hybrid work with 60% office presence in Poland is offered.