Senior IT Incident Manager: Lead Incident Resolution

DCG; Województwo mazowieckie; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Private medical care

Co‑financing for sports card

Dedicated consultant support

Job summary

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.

Qualifications

• 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.

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 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.

Job description

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.