Major Incident Manager

Avance Consulting; Województwo pomorskie; On-site; PLN 120,000 - 190,000; Full time

Job summary

Avance Consulting is seeking a Major Incident Manager to coordinate and lead major incident responses, chair MIM bridge calls, and communicate with stakeholders during critical incidents. You will drive cross-functional resolution, monitor progress, and support post-incident reviews to improve service stability.

The role requires ITIL knowledge, 2–8 years in incident management, and strong communication skills to operate under time pressure.

Qualifications

• 2-8 years of experience in Incident Management or Major Incident Management.
• Strong ITIL framework knowledge with practical experience in incident management processes.
• Hands-on experience as a Major Incident Coordinator, including leading MIM calls.
• Experience managing complex, high-priority incidents involving multiple technical teams.
• Strong knowledge of Service Desk operations, escalation management, and operational support.
• Experience with communicating incident status to senior stakeholders.

Responsibilities

• Coordinate and manage Major Incidents to ensure timely restoration of business-critical services.
• Lead and chair MIM bridge calls, driving resolution across multiple support teams.
• Act as central point of communication during critical incidents, providing updates to stakeholders.
• Manage cross-functional teams to identify workarounds and restore services within timelines.
• Ensure incident escalations are handled per defined processes.
• Monitor incident progress, track actions and drive accountability.
• Facilitate post-incident reviews and root cause analysis.
• Collaborate with Service Desk, Problem, Change and Release Management to improve stability.
• Maintain accurate incident records and reporting.
• Identify trends and recommend process improvements to reduce disruptions.

Skills

ITIL

Major Incident

Stakeholder comms

Communication

MIM calls

Coordination

Problem management

Job description

Job Title : Major Incident Manager / Major Incident Coordinator

Job Type : B2B Contract Job

Job Description:

Key Responsibilities

• Coordinate and manage Major Incidents to ensure timely restoration of business-critical services.
• Lead and chair Major Incident Management (MIM) bridge calls, driving resolution activities across multiple support teams.
• Act as the central point of communication during critical incidents, providing regular updates to stakeholders and leadership.
• Manage cross-functional and cross-tower technical teams to identify workarounds and restore services within agreed timelines.
• Ensure incident escalations are handled effectively and in accordance with defined processes.
• Monitor incident progress, track actions, and drive accountability until full resolution.
• Facilitate post-incident reviews and support root cause analysis activities.
• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams to improve service stability.
• Maintain accurate incident records, documentation, and reporting.
• Identify trends and recommend process improvements to reduce service disruptions.

Key Requirements

• 2-8 years of experience in Incident Management or Major Incident Management.
• Good understanding of the ITIL framework, with practical experience in Incident and Major Incident Management processes.
• Hands-on experience as a Major Incident Coordinator, including leading and facilitating MIM calls.
• Experience managing complex, high-priority incidents involving multiple technical teams and service towers.
• Strong knowledge of Service Desk operations, escalation management, and operational support environments.
• Experience working with senior stakeholders and providing regular incident communications.
• Excellent verbal and written communication skills.
• Strong problem-solving, decision-making, and coordination abilities.
• Ability to perform effectively in high-pressure, time-critical situations.
• Knowledge of Problem Management, Change Management, or Release Management would be an advantage.
• ITIL Foundation certification is preferred