Senior Incident Manager

Jit Team; Warszawa; Hybrid; PLN 180,000 - 280,000; Full time

Job summary

Jit Team is seeking an experienced Incident Manager to join a large-scale international financial environment. You will drive end-to-end incident management, coordinate stakeholders, and maintain governance for production services.

You will act as the central point of coordination during incident handling, helping teams identify ownership, remove blockers, mitigate risks, and maintain a clear management overview of ongoing incidents.

Qualifications

• At least 5 years of experience in Incident Management or IT Service Management.
• Strong understanding of the complete incident lifecycle.
• Experience supporting enterprise-scale and business-critical environments.
• Technical understanding of applications, infrastructure, integrations, APIs, databases, middleware, and containers.
• Experience coordinating L2, L3, Development, Infrastructure, and Business teams.
• Practical knowledge of ITIL Incident, Problem, and Change Management.
• Strong stakeholder management and communication skills.
• Experience leading incident war rooms and triage calls.
• Ability to manage escalations across multiple teams and organizational units.
• Strong analytical and reporting skills.
• Experience working with SLA management and operational governance.

Responsibilities

• Own the end-to-end Incident Management process across multiple services and platforms.
• Drive incident triage, prioritization, escalation, and resolution activities.
• Lead incident bridge calls and coordinate technical and business stakeholders.
• Identify and actively manage aging, stuck, and unresolved incidents.
• Challenge unclear ownership and drive accountability across teams.
• Monitor SLA compliance and elevate risks proactively.
• Ensure incidents are properly documented and closed according to procedures.
• Coordinate cross-functional teams during major incidents and service disruptions.
• Track follow-up actions and ensure timely completion.
• Identify recurring incident patterns and collaborate with Problem Management.
• Prepare incident reports, KPIs, trend analyses and management presentations.
• Provide regular operational updates to senior stakeholders and business reps.
• Maintain a consolidated incident overview across multiple tracking systems.

Skills

Incident Management

ITSM

Stakeholder management

Communication skills

Leadership

War rooms

Tools

Jira

Confluence

Excel

APIs

Containers

Databases

Monitoring Platforms

ITIL Framework

BMC Helix

Job description

Work model: hybrid from Gdynia / Gdańsk / Warszawa (3 days per week from the office)

Why choose this offer?

• You can expect a flexible work organization
• The international work environment will give you the opportunity to interact with the English language on a daily basis
• Scandinavian organizational culture will provide you with work-life balance, you will gain time for additional training (financed by Jit)
• The Jit community will bring you a nice time during regular integration meetings

Project

We are looking for an experienced Incident Manager to join a large-scale international financial environment supporting business-critical applications and services.

In this role, you will be responsible for driving the end-to-end incident management process, coordinating technical and business stakeholders, maintaining operational governance, and ensuring timely resolution of incidents impacting production services.

You will act as the central point of coordination during incident handling, helping technical teams identify ownership, remove blockers, mitigate risks, and maintain a clear management overview of ongoing incidents and operational challenges.

Responsibilities you'll have

• Own the end-to-end Incident Management process across multiple services and platforms
• Drive incident triage, prioritization, escalation, and resolution activities
• Lead incident bridge calls and coordinate technical and business stakeholders
• Identify and actively manage aging, stuck, and unresolved incidents
• Challenge unclear ownership and drive accountability across teams
• Monitor SLA compliance and elevate risks proactively
• Ensure incidents are properly documented and closed according to established procedures
• Coordinate cross-functional teams during major incidents and service disruptions
• Track follow-up actions and ensure agreed activities are completed on time
• Identify recurring incident patterns and collaborate with Problem Management teams
• Prepare incident reports, KPIs, trend analysis, and management presentations
• Provide regular operational updates to senior stakeholders and business representatives
• Maintain a consolidated incident overview across multiple tracking systems

Expected competences and knowledge

• At least 5 years of experience in Incident Management or IT Service Management
• Strong understanding of the complete incident lifecycle
• Experience supporting enterprise-scale and business-critical environments
• Technical understanding of applications, infrastructure, integrations, APIs, databases, middleware, and containers
• Experience coordinating L2, L3, Development, Infrastructure, and Business teams
• Practical knowledge of ITIL Incident, Problem, and Change Management
• Strong stakeholder management and communication skills
• Experience leading incident war rooms and triage calls
• Ability to manage escalations across multiple teams and organizational units
• Strong analytical and reporting skills
• Experience working with SLA management and operational governance

Technologies you'll work with

• BMC Helix
• Jira
• Confluence
• Excel
• APIs
• Containers
• Databases
• Monitoring Platforms
• ITSM Tools
• ITIL Framework

Client – why choose this particular client from the Jit portfolio?

Jit Team has had an over-decade-long relationship with the leading financial group in the Nordic countries, and we are privileged to be our client's premier partner in Poland. At present, over 200 Jit personnel are engaged in the completion of more than 60 projects for this Norwegian major provider of financial services with a global presence and a strong focus on modern technology. Our customer's work atmosphere is epitomized by the Scandinavian culture, which is conducive to people who place emphasis on work-life balance and feedback culture. Furthermore, all projects are executed in international teams, giving constant exposure to the English language.

About Jit Team

The Human Factor of IT - it’s not just a slogan, it’s a philosophy. The foundation of Jit Team is people, which is why we prioritise you. We employ over 770 experienced experts, to whom we offer developmental projects, a wide range of benefits, and a proprietary professional development programme. Together with clients from around the world, we create innovative IT solutions delivered by highly specialised and efficient teams.

Behind our maxim are also charitable and educational activities. We support schools, universities, and educational institutions by conducting workshops, running educational projects, sponsoring events, and donating learning equipment. We offer internships that help launch careers in IT. We support water rescuers and hospitals by providing the necessary equipment. We also support numerous charitable organisations helping people in need, children, and the elderly. We are a Polish company and we share what we have achieved over more than 15 years of activity. By supporting local initiatives, we contribute to the circulation of good energy.