Major Incident Manager

MPower Plus; Województwo pomorskie; On-site; PLN 180,000 - 280,000; Full time

Job summary

MPower Plus is seeking a seasoned Major Incident Manager to lead end-to-end incident management across large IT environments in Poland. You will chair bridge calls, coordinate technical and business stakeholders, and drive rapid service restoration with clear communication and escalation handling.

Ideal candidates have strong ITIL knowledge, proven MIM leadership, and ability to manage cross-functional incidents while delivering executive updates and post-incident reviews.

Qualifications

• Experience in Major Incident Management within large-scale IT environments.
• Strong knowledge of ITIL practices (Incident, Major Incident, Problem, Change).
• Proven experience as a Major Incident Manager leading MIM calls.
• Experience managing cross-functional and cross-tower incidents.
• Understanding of Service Desk operations and escalation management.
• Experience performing incident trend analysis and driving continuous service improvements.
• Excellent senior stakeholder management and communication skills.
• Ability to remain calm and make effective decisions in high-pressure situations.

Responsibilities

• Lead and manage the end-to-end Major Incident Management process for high-priority incidents.
• Chair Major Incident Management bridge calls, coordinating technical teams and leadership throughout the incident lifecycle.
• Drive rapid service restoration with effective communication and escalation management.
• Manage complex cross-tower incidents spanning infrastructure, applications, and business services.
• Analyze incident trends and identify recurring issues requiring Problem Management intervention.
• Create and track problem records and support root cause analysis activities.
• Provide executive-level updates on incident status, impact, risks, and resolution progress.
• Collaborate with Service Desk, Change Management, Problem Management, and technical teams to improve service stability.
• Produce incident reports, post-incident reviews, and service improvement recommendations.

Skills

Major Incident Mgmt

ITIL practices

Incident Management

Problem Management

Change Management

Stakeholder management

Communication skills

Decision making under pressure

Job description

• Lead and manage the end-to-end Major Incident Management process for high-priority business and technical incidents.
• Chair Major Incident Management (MIM) bridge calls, coordinating technical teams, business stakeholders, and leadership throughout the incident lifecycle.
• Drive rapid service restoration while ensuring effective communication and escalation management.
• Manage complex cross-tower incidents involving infrastructure, applications, and business services.
• Perform incident trend analysis and identify recurring issues requiring Problem Management intervention.
• Create and track problem records for recurring incidents and support root cause analysis activities.
• Provide regular executive-level updates on incident status, impact, risks, and resolution progress.
• Ensure compliance with ITIL processes and continuously improve Major Incident Management practices.
• Collaborate with Service Desk, Change Management, Problem Management, and technical teams to improve service stability.
• Produce incident reports, post-incident reviews, and service improvement recommendations.

Key Requirements

• experience in Major Incident Management within large-scale IT environments.
• Strong knowledge of ITIL practices, including Incident, Major Incident, Problem, and Change Management.
• Proven experience as a Major Incident Manager, leading both business and technical MIM calls.
• Experience managing critical cross-functional and cross-tower incidents.
• Strong understanding of Service Desk operations, escalation management, and IT service delivery.
• Experience performing incident trend analysis and driving continuous service improvements.
• Good understanding of application, infrastructure, and business service environments.
• Excellent senior stakeholder management and communication skills.
• Ability to remain calm and make effective decisions in high-pressure situations.