Incident Coordinator

E-Solutions; Województwo pomorskie; On-site; PLN 90,000 - 150,000; Full time

Job summary

E-Solutions in Poland seeks an experienced Incident Manager to coordinate major incidents, drive cross-team collaboration, and keep stakeholders aligned for rapid service restoration. You will lead MIM calls, manage escalations, and ensure clear communication during critical events to minimize impact.

The role requires 2+ years in incident management, strong ITIL knowledge, and the ability to work under high pressure across multiple teams while driving RCA and post-incident reviews.

Qualifications

• 2+ years in Incident Management / Major Incident Management.
• Good understanding of ITIL.
• Hands-on experience with Major Incident Coordination / MIM calls.
• Experience handling high-priority incidents involving multiple teams.
• Service Desk and escalation management knowledge.
• Strong communication and stakeholder management skills.
• Good coordination and problem-solving skills.
• Comfortable working under high pressure.

Responsibilities

• Coordinate Major Incidents until resolution.
• Lead/facilitate MIM bridge calls with technical teams.
• Act as the main communication point during incidents.
• Coordinate multiple support/technical teams.
• Handle escalations and track incident progress.
• Provide regular updates to stakeholders and leadership.
• Support RCA and post-incident reviews.
• Work with Service Desk, Problem, Change and Release Management teams.
• Maintain incident records and reports.
• Identify recurring issues and suggest improvements.

Skills

Incident Management

ITIL

MIM Calls

High Priority Incidents

Escalation Handling

Stakeholder Management

Communication

Problem Solving

Job description

Manage and coordinate major incidents, ensure quick service restoration, and keep technical teams and stakeholders aligned during critical incidents.

Key Responsibilities

• Coordinate Major Incidents until resolution.
• Lead/facilitate MIM bridge calls with technical teams.
• Act as the main communication point during incidents.
• Coordinate multiple support/technical teams.
• Handle escalations and track incident progress.
• Provide regular updates to stakeholders and leadership.
• Support RCA and post-incident reviews.
• Work with Service Desk, Problem, Change and Release Management teams.
• Maintain incident records and reports.
• Identify recurring issues and suggest improvements.

Must-Have

• 2+ years Incident Management / Major Incident Management experience.
• Good understanding of ITIL.
• Hands-on experience with Major Incident Coordination / MIM calls.
• Experience handling high-priority incidents involving multiple teams.
• Service Desk and escalation management knowledge.
• Strong communication and stakeholder management skills.
• Good coordination and problem-solving skills.
• Comfortable working under high pressure.

Good to Have

ITIL Foundation certification + Problem/Change/Release Management experience.