Incident Manager

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

• Work Model: Hybrid (2 days per week in the office, located in the building directly above Świętokrzyska metro station)
• Working Hours: Flexible start time between 08:00 and 10:00.

Standard business hours apply, however availability outside of regular working hours, including on-call support, extended coverage windows, and occasional weekends during critical incidents may be required.

About us

bolttech is an international insurtech with a mission to build the world’s leading, technology-enabled ecosystem for protection and insurance. With a full suite of digital and data-driven capabilities, bolttech powers connections between insurers, distributors, and customers to make it easier and more efficient to buy and sell insurance and protection products.

A part of Pacific Century Group, bolttech serves customers in multiple markets across North America, Asia and Europe.

In this position you will…

Coordinate incident management activities across bolttech's European operations, ensuring timely restoration of services, effective stakeholder communication, and continuous improvement of ITSM processes. You will serve as the primary operational lead for major incidents and act as the bridge between Technology teams, business stakeholders, partners, and service providers. Working closely with Technology, Product, Engineering, R&D and Business teams across multiple countries, you will play a key role in maintaining operational stability, minimizing business impact during service disruptions, and strengthening bolttech's IT Service Management capabilities. Reporting directly to the IT Service Management and Client Experience Lead, you will contribute to operational excellence, service improvement initiatives, and the ongoing development of incident management practices across Europe.

You will be responsible for:

• Owning and coordinating the end-to-end Incident Management process across bolttech's European operations.
• Driving restoration of services during incidents and minimizing business impact.
• Leading incident bridge calls and coordinating cross-functional technical teams.
• Acting as the primary point of contact for business-critical incidents.
• Managing escalations across Infrastructure, Applications, Engineering, Vendors, and Business teams.
• Ensuring timely and accurate communication to stakeholders throughout the incident lifecycle.
• Monitoring incident queues, backlog, SLA compliance, MTTR, ticket ageing, and operational performance metrics.
• Conducting incident reviews and coordinating Root Cause Analysis (RCA) activities.
• Driving corrective and preventive action plans following major incidents.
• Supporting implementation and continuous improvement of ITIL Incident Management practices.
• Producing operational reports, KPI dashboards, and management updates.
• Supporting Hypercare and operational readiness activities for new partner and product launches.
• Collaborating closely with the IT Service Management and Client Experience Lead on service improvement initiatives.
• Acting as an administrator and power user of FreshService and related ITSM platforms.

For you to be successful…

...we expect you to be able to demonstrate the following key competencies:

• Ability to remain calm, decisive, and structured during high-severity incidents.
• Strong stakeholder management and communication skills across technical and non-technical audiences.
• Ability to coordinate multiple teams and drive actions under pressure.
• Strong problem-solving and analytical thinking capabilities.
• Excellent organizational skills and attention to detail.
• Strong ownership mentality with a focus on service outcomes.
• Ability to influence teams without direct authority.
• Collaborative approach to working in international and cross-functional environments.
• Continuous improvement mindset focused on operational excellence.
• High level of professionalism, accountability, and customer focus.

You will require the following qualifications and skills:

Must-Have

• Fluent English and Polish (English is critical for success in this role as you will be working with international stakeholders across Europe).
• Experience in Incident Management.
• Strong knowledge of ITIL processes, particularly Incident, Problem, and Change Management.
• Experience with FreshService, ServiceNow, Jira, or similar ITSM platforms.
• Strong stakeholder management and communication skills.
• Reporting and documentation experience.
• Bachelor's Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 3 years of experience in IT Service Management, Service Operations, or Technical Support.
• Ability to provide support outside regular working hours during critical incidents when required.

Nice-to-Have

• Insurance or Financial Services industry experience.
• ITIL certification.

What we offer:

• Participation in international and global projects across the organization
• Hybrid working model with 2 days per week in the Warsaw office (building directly above Świętokrzyska metro station).
• Flexible working hours with adjustable start times between 08:00 and 10:00.
• Opportunity to lead Incident Management across bolttech's European operations.
• Close collaboration with Technology, Product, Engineering, and Business stakeholders across multiple countries.
• Opportunity to join a fast-growing global insurtech organization and contribute to the continuous improvement of ITSM processes and operational excellence.
• Additional paid time off, including 10 days of care leave and a day off on your birthday.
• Real opportunity to influence the shape of the role and expand its responsibilities over time
• Collaborative, international, and highly stakeholder-focused working environment.
• Development-focused culture with exposure to complex European-scale operations and projects.

Your First 90 Days - key challenges and expectations during your first three months:

• Take ownership of the Incident Management process and major incident coordination activities.
• Build strong working relationships with Technology and Business stakeholders.
• Develop a deep understanding of operational processes, SLAs, reporting requirements, and ITSM tools.
• Drive incident reviews, RCA activities, and continuous service improvement initiatives
• Establish credibility as the primary coordination point during major incidents.

Team & Stakeholder Environment:

You will report directly to IT Service Management and Client Experience Lead, and work closely with:

• Technology teams.
• R&D teams.
• Business stakeholders.
• External partners and service providers.

The team environment is collaborative, cross-functional, and stakeholder-focused, with a strong emphasis on communication, partnership, and teamwork.

Recruitment Process:

Stage 1:

Interview with IT Service Management and Client Experience Lead.

Stage 2:

Interview with Europe Head of Infrastructure, ITSM and End User Computing and Talent Acquisition.

Additional Information:

• No case study required.
• Two interview stages are expected to be sufficient.

Diversity and Inclusion

At bolttech, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone’s different, we’re also flexible in the ways we work, so each person can bring their best efforts every day.