Incident Manager

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

Incident Manager

About the Offer

We are currently looking for an Incident Manager to join the team of our global client from the banking industry. For this role, Optiveum is the recruitment and contracting party, which means you will sign the cooperation agreement directly with us.

You will drive end-to-end incident management and operational governance across a complex, business-critical IT environment. The role requires strong ownership, analytical capability and technical understanding.

Key Details:

• Rate: up to 135 PLN/h (B2B)

• Work Model: Hybrid, min. 60% office presence, full-time (40h/week)

• Location: Gdańsk, Gdynia or Warsaw

Responsibilities:

Incident ownership and operational governance

• Take end-to-end ownership of the incident portfolio, not only individual high-priority incidents, ensuring continuous traction of open, aging and stuck cases

• Actively manage the incident backlog, identify cases without sufficient progress, challenge unclear ownership and drive responsible teams toward resolution

• Identify and elevate aging and stuck incidents, SLA risks and breaches, incidents without clear ownership, recurring patterns, blocking dependencies and cases requiring management attention or cross-team decisions

• Establish clear follow-up actions, owners and deadlines, and track agreed actions to completion

• Distinguish between incidents requiring immediate technical attention and cases requiring Problem Management, structural remediation or management escalation

Triage and coordination

• Lead incident triage calls, bringing together the right technical and business teams, establishing ownership and keeping focus on concrete actions and resolution

• Facilitate discussions between multiple teams when the root cause or ownership is initially unclear

• Manage escalations across organisational boundaries and ensure critical dependencies receive appropriate attention

Reporting, analytics and management communication

• Prepare, interpret and present incident KPIs, trends and operational metrics

• Explain the nature and business impact of major incidents at a high level to senior management and business stakeholders

• Maintain a reliable incident tracker and management overview, consolidating information from multiple sources and keeping reporting data accurate and up to date

• Drive operational improvement by identifying recurring patterns, process weaknesses and areas where incidents can be prevented or resolved more efficiently

Requirements:

• Several years of hands-on experience in IT Service Management / Incident Management within a complex, enterprise-scale IT environment, preferably supporting business-critical applications and services

• Strong understanding of the end-to-end incident lifecycle: identification, prioritisation, triage, escalation, resolution, SLA management, closure and follow-up

• Solid technical background across applications and infrastructure (application services, APIs and integrations, containers, servers, databases, middleware, monitoring), enough to discuss with and challenge technical teams

• Practical 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 and work-management tools, preferably 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, keeping discussions fact-based, action-oriented and focused on resolution

• Strong sense of ownership, accountability and follow-through, with a proactive mindset

• Well organised and able to manage a large portfolio of concurrent incidents and follow-up actions

• Comfortable in a high-pressure production environment and able to prioritise when several critical topics compete for attention

Nice to have:

• Experience with monitoring and alerting platforms supporting proactive identification and management of production issues