Major Incident Coordinator (SME)

E-Solutions; Województwo pomorskie; On-site; PLN 120,000 - 160,000; Full time

Job summary

E-Solutions is seeking an experienced Major Incident Manager in Poland to coordinate and drive major incidents across infrastructure, applications, and support teams. You will chair MIM calls, engage stakeholders, and ensure timely restoration of critical services.

You will own incident progress tracking, post-incident reviews, and continuous improvement, while maintaining comprehensive incident documentation and compliance. The role requires calm under pressure and strong communication.

Qualifications

• 5+ years of Incident Management / Major Incident Management experience.
• Strong knowledge of ITIL Incident & Major Incident Management.
• Proven experience as a Major Incident Coordinator with hands-on chairing MIM calls.
• Experience managing complex cross-functional and cross-tower incidents.
• Good understanding of Service Desk operations and escalation management.
• Strong stakeholder management and communication skills.

Responsibilities

• Coordinate and manage Major Incidents to ensure timely restoration of critical business services.
• Lead and facilitate Major Incident Management bridge calls involving multiple support teams.
• Act as the central point of coordination and communication during major incidents.
• Ensure escalation and engagement of technical teams and stakeholders.
• Track incident progress, action items, and recovery activities until resolution.
• Manage cross-tower incidents across infrastructure, application, and support teams.
• Provide timely incident updates to stakeholders and service owners.
• Support post-incident reviews and continuous improvement.
• Maintain incident documentation, reporting, and process compliance.
• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams.

Skills

Incident Management

Major Incident Management

ITIL

MIM call chairing

Cross-functional coordination

Stakeholder management

Escalation management

Communication skills

Job description

• Coordinate and manage Major Incidents to ensure timely restoration of critical business services.
• Lead and facilitate Major Incident Management (MIM) bridge calls involving multiple support teams.
• Act as the central point of coordination and communication during major incidents.
• Ensure appropriate escalation and engagement of technical teams and stakeholders.
• Track incident progress, action items, and recovery activities until resolution.
• Manage cross-tower incidents across infrastructure, application, and support teams.
• Provide timely incident updates to stakeholders and service owners.
• Support post-incident reviews and continuous improvement.
• Maintain incident documentation, reporting, and process compliance.
• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams.

Key Requirements

• 5+ years of Incident Management / Major Incident Management experience.
• Strong knowledge of ITIL Incident & Major Incident Management.
• Proven experience as a Major Incident Coordinator with hands-on experience chairing MIM calls.
• Experience managing complex cross-functional and cross-tower incidents.
• Good understanding of Service Desk operations and escalation management.
• Strong stakeholder management and communication skills.
• Ability to work effectively in fast-paced, high-pressure environments.
• Strong organisational, coordination and problem-solving skills.
• Problem / Change / Release Management knowledge is an advantage.