Major Incident Lead & Cross-Tower Coordinator

INFOPLUS TECHNOLOGIES; Województwo pomorskie; Vor Ort; PLN 120.000 - 180.000; Vollzeit

Zusammenfassung

INFOPLUS TECHNOLOGIES is seeking an experienced Major Incident Coordinator in Poland to lead and coordinate incident response efforts across multiple teams. You will chair MIM calls, drive escalation, and ensure timely service restoration while maintaining clear communication with stakeholders.

Ideal candidates have ITIL foundations, strong cross-functional collaboration, and a track record of improving incident processes in fast-paced environments.

Qualifikationen

• 3-8 years of experience in Incident Management or Major Incident Management.
• Strong knowledge of ITIL Incident Management and Major Incident Management processes.
• Proven experience as a Major Incident Coordinator 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.

Aufgaben

• 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 and coordinate efforts across infrastructure, application, and support teams.
• Provide timely incident updates to stakeholders and service owners.
• Support post-incident reviews and contribute to continuous improvement initiatives.
• Maintain incident documentation, reporting, and process compliance.
• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams as required.

Kenntnisse

Incident Management

Major Incident Mgmt

ITIL

MIM Calls

Cross-functional

Escalation

Stakeholder

Communication

Problem Management

Change Management

Release Management

ITIL Foundation

Ausbildung

ITIL Foundation

Jobbeschreibung

INFOPLUS TECHNOLOGIES is seeking an experienced Major Incident Coordinator in Poland to lead and coordinate incident response efforts across multiple teams. You will chair MIM calls, drive escalation, and ensure timely service restoration while maintaining clear communication with stakeholders.

Ideal candidates have ITIL foundations, strong cross-functional collaboration, and a track record of improving incident processes in fast-paced environments.