Senior IT Process Manager (Major Incident & Problem Management) | f/m/d

ERGO; Warszawa; On-site; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Medical package

Remote-friendly work policy

Dog-friendly Warsaw office

Job summary

ERGO Technology & Services S.A. (ET&S) in Warsaw seeks a seasoned Major Incident & Problem Manager to coordinate restoration of critical IT services, manage incidents per global guidelines and drive service improvements.

You will monitor metrics, communicate with senior stakeholders and collaborate with global teams to enhance resilience. The role requires ITIL proficiency, a related degree, strong analytical skills, and experience in a matrix, multinational IT environment.

Qualifications

• Fluent English (C1 or higher).
• University degree in IT or related field.
• Extensive experience in Major Incident and Problem Management.
• Knowledge of ITIL processes and service management best practices.
• Stakeholder management in high-pressure environments.
• Experience with external service providers and cross-functional IT teams.
• Strong project management, analytical, planning and organizational skills.
• Ability to work effectively in a global, matrix-oriented environment.

Responsibilities

• Coordinate restoration of critical IT services through Major Incident Management.
• Classify, prioritize and document major incidents per global guidelines.
• Monitor incident and problem records to identify delivery issues and improvements.
• Analyze operational metrics, SLA performance and KPI trends for stakeholders.
• Provide real-time updates to senior stakeholders during major incidents.
• Identify performance deterioration and drive preventive actions for resilience.
• Lead root cause analysis and track permanent fixes and improvements.
• Collaborate with Service Owners, IT providers and Process Owners to improve performance.
• Prepare service reports, incident statistics and governance analyses.
• Define monitoring and reporting requirements with architecture and engineering teams.

Skills

English fluency

University degree

Major Incident Management

Problem Management

ITIL knowledge

Stakeholder management

External service providers

Cross-functional teamwork

Project management

Analytical planning

Global/matrix environment

Education

University degree in Information Technology

Business Information Management or related field

Job description

ERGO Technology & Services S.A. (ET&S), a member of the Munich Re and ERGO Group, is delivering integrated IT and business services to international markets. Our expertise lies in providing advanced IT services, with a focus on modern, business-driven technology solutions. On the business side, we also support the Group in various end-to-end insurance processes, including finance, operations, and underwriting. With offices in Warsaw and Gdansk, and strong global partnerships, we foster a dynamic, multicultural environment that promotes diversity and international opportunities.

How you will get the job done

• coordinating the restoration of critical IT services through effective Major Incident Management processes and task force leadership
• managing the classification, prioritization and documentation of major incidents in accordance with global process guidelines
• monitoring incident and problem records to identify delivery issues, mitigation actions and service improvement opportunities
• managing and analyzing operational metrics, SLA performance and KPI trends from a customer and user perspective
• delivering real-time communication and updates to senior stakeholders during major incidents
• proactively identifying performance deterioration and driving preventive actions to improve service resilience
• leading root cause analysis activities and tracking implementation of permanent fixes and service improvements
• collaborating with Service Owners, Application Owners, IT providers and Global Process Owners to improve service performance and operational effectiveness
• preparing service reports, incident statistics and problem management analyses for operational reviews and governance purposes
• defining requirements for monitoring, reporting and operational management capabilities across IT systems and applications in cooperation with architecture and engineering teams

Skills and experience you will need

• fluency in English (minimum C1 level)
• university degree in Information Technology, Business Information Management or a related field
• extensive experience in Major Incident Management and Problem Management within a global IT environment
• practical knowledge of ITIL processes and service management best practices
• experience in stakeholder management and communication in high-pressure operational environments
• experience working with external service providers and cross-functional IT teams
• practical project management experience
• strong analytical, planning and organizational skills
• ability to work effectively in a global, matrix-oriented environment

Nice to have

• experience with Change Management processes
• IT application development or software engineering background
• experience in Service Integration and Management (SIAM) environments

What we offer

Let's be healthy – medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape.

Let's be balanced – work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy.

Let's be smart – we organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses.

Let's be responsible – each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future.

Let's be fun – company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered!

Let's be diverse – every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!