Incident Coordinator

MPower Plus; Województwo pomorskie; On-site; PLN 120,000 - 180,000; Full time

Job summary

MPower Plus seeks a Senior Major Incident Coordinator to coordinate and manage major incidents, ensuring timely restoration of business-critical services. You will chair MIM bridge calls and drive resolution across cross-functional teams with regular updates to leadership.

Ideal candidates will have ITIL knowledge, hands-on MIM experience, and the ability to perform under pressure in a fast-paced environment in Poland. Strong communication with senior stakeholders is essential.

Qualifications

• 2-4 years of experience in Incident Management or Major Incident Management.
• Strong understanding of ITIL with hands-on MIM exposure.
• Experience leading and facilitating MIM calls.
• Handles complex, high-priority incidents across multiple teams.
• Excellent verbal and written communication with senior stakeholders.
• Capable of solving problems and coordinating under pressure.
• Knowledge of Problem, Change or Release Management is a plus.
• ITIL Foundation certification is preferred.

Responsibilities

• Coordinate and manage Major Incidents to restore services promptly.
• Lead and chair Major Incident Management bridge calls across teams.
• Act as central communications hub during incidents with regular updates.
• Manage cross-functional teams to identify workarounds and restore service.
• Ensure escalations are handled per defined processes.
• Monitor progress, track actions, and drive accountability until resolution.
• Facilitate post-incident reviews and root cause analysis.
• Collaborate with Service Desk, Problem, Change, and Release Management.
• Maintain incident records, documentation, and reporting.
• Identify trends and recommend process improvements to reduce outages.

Skills

Major Incident Management

ITIL framework

Major Incident Coordinator

Incident management processes

Stakeholder communications

High-pressure situations

Problem solving

Change/Release knowledge

Education

ITIL Foundation certification

Job description

• Coordinate and manage Major Incidents to ensure timely restoration of business-critical services.
• Lead and chair Major Incident Management (MIM) bridge calls, driving resolution activities across multiple support teams.
• Act as the central point of communication during critical incidents, providing regular updates to stakeholders and leadership.
• Manage cross-functional and cross-tower technical teams to identify workarounds and restore services within agreed timelines.
• Ensure incident escalations are handled effectively and in accordance with defined processes.
• Monitor incident progress, track actions, and drive accountability until full resolution.
• Facilitate post-incident reviews and support root cause analysis activities.
• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams to improve service stability.
• Maintain accurate incident records, documentation, and reporting.
• Identify trends and recommend process improvements to reduce service disruptions.

Key Requirements

• 2-4 years of experience in Incident Management or Major Incident Management.
• Good understanding of the ITIL framework, with practical experience in Incident and Major Incident Management processes.
• Hands-on experience as a Major Incident Coordinator, including leading and facilitating MIM calls.
• Experience managing complex, high-priority incidents involving multiple technical teams and service towers.
• Strong knowledge of Service Desk operations, escalation management, and operational support environments.
• Experience working with senior stakeholders and providing regular incident communications.
• Excellent verbal and written communication skills.
• Strong problem-solving, decision-making, and coordination abilities.
• Ability to perform effectively in high-pressure, time-critical situations.
• Knowledge of Problem Management, Change Management, or Release Management would be an advantage.
• ITIL Foundation certification is preferred