Senior IT Incident Manager

DCG; Warszawa; On-site; PLN 159,000 - 227,000; Full time

Benefits offered by this job

Private medical care

Co-financing for the sports card

Dedicated consultant support

Job summary

DCG is seeking an experienced Incident Manager to own the end-to-end incident portfolio within a complex, business-critical IT environment. You will coordinate L2/L3, development, business and infrastructure teams to drive incident resolution, escalation handling and KPI reporting.

Ideal candidates have hands-on ITSM/Incident Management experience in enterprise settings, strong ITIL knowledge, and excellent stakeholder communication in English.

Qualifications

• Hands-on experience in IT Service Management / Incident Management in enterprise IT environments.
• Strong grasp of end-to-end incident lifecycle: identification, prioritization, triage, escalation, resolution, SLA management.
• Experience coordinating L2, L3, Development, Business, Infrastructure teams during incidents.
• Solid ITIL knowledge: Incident, Problem and Change Management, root-cause analysis.

Responsibilities

• Own end-to-end incident portfolio across a complex IT environment.
• Manage open, aging, and stuck incidents with clear ownership.
• Lead incident triage calls and coordinate multiple teams.
• Drive incident resolution, escalation, and SLA management.
• Analyze KPIs, trends, and provide incident reporting to senior management.
• Maintain incident tracker across systems and ensure accurate status.

Skills

IT Service Management

Incident Management

ITIL practices

Stakeholder management

English communication

Cross-team coordination

Analytical skills

Monitoring and metrics

Tools

BMC Helix

Jira

Confluence

Excel

Job description

As a recruitment company, DCG understands that every business is powered by experienced professionals. Our management style and partnership approach enable us to meet your needs and provide continuous support. Due to our ongoing growth and the large number of recruitment projects we undertake for our partners, we are currently looking for:

Salary up to 140PLN net+VAT/h

Responsibilities:

• Own the end-to-end incident portfolio across a complex, business-critical IT environment
• Manage open, aging and stuck incidents, ensuring continuous progress and clear ownership
• Lead incident triage calls and coordinate L2, L3, Development, Business, Infrastructure and other relevant teams
• Drive incident identification, prioritization, triage, escalation, resolution, SLA management, closure and follow-up
• Identify and escalate SLA risks, breaches, unclear ownership, recurring incidents, blocked dependencies and cases requiring management attention
• Establish follow-up actions, owners and deadlines and track agreed actions to completion
• Facilitate cross-team resolution when root cause or ownership is unclear
• Distinguish incidents requiring immediate technical resolution from cases requiring Problem Management, structural remediation or management escalation
• Analyze incident KPIs, trends, recurring patterns and operational metrics
• Prepare incident reporting and communicate business impact to senior management and business stakeholders
• Maintain an accurate incident tracker and management overview across multiple tracking systems
• Drive operational improvements by identifying recurring incidents, process weaknesses and opportunities for more effective incident resolution and prevention

Requirements:

• Several years of hands-on experience in IT Service Management / Incident Management within complex, enterprise-scale IT environments, preferably supporting business-critical applications and services
• Strong understanding of the end-to-end incident lifecycle, including identification, prioritization, triage, escalation, resolution, SLA management, closure and follow-up
• Solid technical background across application services, APIs and integrations, containers, servers, databases, middleware and monitoring
• Proven ability to coordinate L2, L3, Development, Business, Infrastructure and other teams during incident resolution
• Good understanding of ITIL practices, particularly Incident, Problem and Change Management, including root-cause analysis and corrective actions
• Strong capability to manage incident backlogs, aging and stuck incidents, SLA risks and breaches, recurring patterns, dependencies and unclear ownership
• Practical experience leading incident triage, cross-team coordination and escalation management
• Strong analytical skills in incident KPIs, trends and operational metrics
• Ability to communicate incident nature and business impact clearly to senior management, business stakeholders and technical teams
• Hands-on experience with ITSM and work-management tools, preferably BMC Helix, Jira, Confluence and Excel, or equivalent enterprise tools
• Ability to consolidate incident information across multiple systems and maintain accurate status, ownership, actions and dependencies
• Excellent spoken and written English with strong facilitation and stakeholder management skills
• Strong ownership, accountability, organization, prioritization and follow-through in high-pressure production environments
• Proactive and persistent approach to incident resolution and operational improvement

Nice to have:

• Experience with monitoring and alerting platforms supporting proactive identification and management of production issues

Offer:

• Private medical care
• Co-financing for the sports card
• Constant support of dedicated consultant