Major Incident Response Leader

MPower Plus; Województwo pomorskie; Sur place; PLN 120 000 - 180 000; Plein temps

Résumé du poste

MPower Plus seeks a Senior Major Incident Coordinator to coordinate and manage major incidents, ensuring timely restoration of business-critical services. You will chair MIM bridge calls and drive resolution across cross-functional teams with regular updates to leadership.

Ideal candidates will have ITIL knowledge, hands-on MIM experience, and the ability to perform under pressure in a fast-paced environment in Poland. Strong communication with senior stakeholders is essential.

Qualifications

• 2-4 years of experience in Incident Management or Major Incident Management.
• Strong understanding of ITIL with hands-on MIM exposure.
• Experience leading and facilitating MIM calls.
• Handles complex, high-priority incidents across multiple teams.
• Excellent verbal and written communication with senior stakeholders.
• Capable of solving problems and coordinating under pressure.
• Knowledge of Problem, Change or Release Management is a plus.
• ITIL Foundation certification is preferred.

Responsabilités

• Coordinate and manage Major Incidents to restore services promptly.
• Lead and chair Major Incident Management bridge calls across teams.
• Act as central communications hub during incidents with regular updates.
• Manage cross-functional teams to identify workarounds and restore service.
• Ensure escalations are handled per defined processes.
• Monitor progress, track actions, and drive accountability until resolution.
• Facilitate post-incident reviews and root cause analysis.
• Collaborate with Service Desk, Problem, Change, and Release Management.
• Maintain incident records, documentation, and reporting.
• Identify trends and recommend process improvements to reduce outages.

Connaissances

Major Incident Management

ITIL framework

Major Incident Coordinator

Incident management processes

Stakeholder communications

High-pressure situations

Problem solving

Change/Release knowledge

Formation

ITIL Foundation certification

Description du poste

MPower Plus seeks a Senior Major Incident Coordinator to coordinate and manage major incidents, ensuring timely restoration of business-critical services. You will chair MIM bridge calls and drive resolution across cross-functional teams with regular updates to leadership.

Ideal candidates will have ITIL knowledge, hands-on MIM experience, and the ability to perform under pressure in a fast-paced environment in Poland. Strong communication with senior stakeholders is essential.