Senior IT Incident Manager

DCG; Województwo mazowieckie; Presencial; PLN 180 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private medical care

Co‑financing for sports card

Dedicated consultant support

Resumo da oferta

DCG is seeking an experienced Incident Manager to own the end-to-end incident portfolio in a complex, enterprise IT environment. You will coordinate L2/L3, Development, Business and Infrastructure teams, drive triage, escalation and resolution, and manage SLAs with clear ownership.

You will analyze KPIs and trends, communicate business impact to senior stakeholders, and push for continuous operational improvements to prevent recurring incidents.

Qualificações

• Extensive hands-on experience in IT Service Management / Incident Management in large, enterprise IT environments.
• Strong understanding of end-to-end incident lifecycle: identification, prioritization, triage, escalation, resolution, SLA management.
• Solid technical background across application services, APIs, containers, servers, databases and monitoring.
• Proven ability to coordinate multiple teams (L2, L3, Development, Business, Infrastructure) during incident resolution.
• Knowledge of ITIL practices: Incident, Problem and Change Management, root-cause analysis.
• Ability to manage incident backlogs, aging, SLA risks and recurring patterns with clear ownership.
• Proven incident triage leadership, cross-team coordination and escalation management.
• Strong analytical skills in incident KPIs, trends, and operational metrics.
• Excellent written and spoken English with strong stakeholder management.

Responsabilidades

• 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 teams across IT and business units.
• Drive incident identification, prioritization, triage, escalation, resolution and SLA management.
• Identify SLA risks, breaches, unclear ownership, recurring incidents and dependencies.
• Establish follow-up actions with owners and deadlines; track to completion.
• Facilitate cross-team resolution when root cause or ownership is unclear.
• Differentiate incidents needing immediate technical resolution from those needing Problem Management.
• Analyze incident KPIs, trends and operational metrics; report business impact to senior mgmt.
• Maintain accurate incident tracker and management overview across multiple systems.
• Drive operational improvements by identifying recurring issues and process gaps.

Descrição da oferta de emprego

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:

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 elevate 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