Senior Global Major Incident & Problem Manager

ERGO; Województwo mazowieckie; Hybrid; PLN 110,000 - 170,000; Full time

Benefits offered by this job

Medical package

Remote working option

Training & development

CSR activities

Job summary

ERGO Technology & Services S.A. in Poland seeks an experienced Major Incident Manager to lead critical incident and problem management in a global IT setting from Warsaw. You will coordinate major incidents, manage stakeholder communications and drive continuous service improvement.

The role requires ITIL expertise, strong analytical and organizational skills, and the ability to work in a matrix environment with cross-functional teams, including potential remote collaboration.

Qualifications

• Experience in Major Incident and Problem Management in a global IT environment.
• Strong knowledge of ITIL processes and service management best practices.
• Experience with stakeholder management and communication in high-pressure environments.
• Experience working with external service providers and cross-functional IT teams.

Responsibilities

• Coordinate the restoration of critical IT services through Major Incident Management processes and task force leadership.
• Classify, prioritize and document major incidents per global process guidelines.
• Monitor incident and problem records to identify delivery issues and improvement opportunities.
• Deliver real-time communication to senior stakeholders during major incidents.
• Lead root cause analysis and track permanent fixes and service improvements.
• Collaborate with Service Owners, Application Owners and IT providers to improve performance.

Skills

Major Incident Mgmt

Problem Management

ITIL

Stakeholder Management

Project Management

Analytical Thinking

Global Matrix Environment

Education

University degree in IT or related field

Job description

ERGO Technology & Services S.A. in Poland seeks an experienced Major Incident Manager to lead critical incident and problem management in a global IT setting from Warsaw. You will coordinate major incidents, manage stakeholder communications and drive continuous service improvement.

The role requires ITIL expertise, strong analytical and organizational skills, and the ability to work in a matrix environment with cross-functional teams, including potential remote collaboration.