Senior IT Incident Manager — Cross-Team Incident Leader

DCG (Poland); Polska; Hybrid; PLN 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Private medical care

Co-financing for the sports card

Constant consultant support

Zusammenfassung

DCG is seeking an experienced Incident Manager to own the end-to-end incident portfolio across a complex, business-critical IT environment. You will manage aging and stuck incidents, lead triage calls with L2/L3, and coordinate Development, Business, and Infrastructure teams to ensure timely resolutions and strict SLA compliance.

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

Qualifikationen

• Hands-on IT Service Management/Incident Management in enterprise IT environments
• Knowledge of end-to-end incident lifecycle (identification to closure)
• Experience coordinating L2/L3, Development, Business, Infrastructure teams
• Familiarity with ITIL Incident/Problem/Change Management and root-cause analysis
• Ability to manage backlogs, SLA risks and recurring incidents
• Strong communication with senior management and stakeholders

Aufgaben

• 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 identification, prioritization, triage, escalation, resolution and SLA management
• Escalate risks, breaches and unclear ownership as needed
• Establish follow-up actions with owners and deadlines
• Facilitate cross-team resolution when ownership is unclear
• Distinguish incidents needing technical resolution from those needing Problem Management
• Analyze incident KPIs, trends and operational metrics
• Prepare incident reports and communicate business impact to stakeholders
• Maintain incident tracker and management overview across systems
• Identify recurring issues and opportunities for process improvements
• Nice to have: experience with monitoring/alerting platforms

Kenntnisse

ITIL

Incident Mgmt

Stakeholder mgmt

Jira

Confluence

Excel

SLA management

Problem Management

Tools

BMC Helix

Jira

Confluence

Excel

Jobbeschreibung

DCG is seeking an experienced Incident Manager to own the end-to-end incident portfolio across a complex, business-critical IT environment. You will manage aging and stuck incidents, lead triage calls with L2/L3, and coordinate Development, Business, and Infrastructure teams to ensure timely resolutions and strict SLA compliance.

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