Major Incident Manager

E-Solutions; Województwo pomorskie; On-site; PLN 90,000 - 150,000; Full time

Job summary

E-Solutions in Poland seeks an experienced Incident Manager to coordinate major incidents, drive cross-team collaboration, and keep stakeholders aligned for rapid service restoration. You will lead MIM calls, manage escalations, and ensure clear communication during critical events to minimize impact.

The role requires 2+ years in incident management, strong ITIL knowledge, and the ability to work under high pressure across multiple teams while driving RCA and post-incident reviews.

Qualifications

• 2+ years in Incident Management / Major Incident Management.
• Good understanding of ITIL.
• Hands-on experience with Major Incident Coordination / MIM calls.
• Experience handling high-priority incidents involving multiple teams.
• Service Desk and escalation management knowledge.
• Strong communication and stakeholder management skills.
• Good coordination and problem-solving skills.
• Comfortable working under high pressure.

Responsibilities

• Coordinate Major Incidents until resolution.
• Lead/facilitate MIM bridge calls with technical teams.
• Act as the main communication point during incidents.
• Coordinate multiple support/technical teams.
• Handle escalations and track incident progress.
• Provide regular updates to stakeholders and leadership.
• Support RCA and post-incident reviews.
• Work with Service Desk, Problem, Change and Release Management teams.
• Maintain incident records and reports.
• Identify recurring issues and suggest improvements.

Skills

Incident Management

ITIL

MIM Calls

High Priority Incidents

Escalation Handling

Stakeholder Management

Communication

Problem Solving

Job description

E-Solutions in Poland seeks an experienced Incident Manager to coordinate major incidents, drive cross-team collaboration, and keep stakeholders aligned for rapid service restoration. You will lead MIM calls, manage escalations, and ensure clear communication during critical events to minimize impact.

The role requires 2+ years in incident management, strong ITIL knowledge, and the ability to work under high pressure across multiple teams while driving RCA and post-incident reviews.