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

ERGO; Województwo mazowieckie; Hybrid; PLN 110,000 - 170,000; Full time

Benefits offered by this job

Medical package

Remote working option

Training & development

CSR activities

Job summary

ERGO Technology & Services S.A. in Poland seeks an experienced Major Incident Manager to lead critical incident and problem management in a global IT setting from Warsaw. You will coordinate major incidents, manage stakeholder communications and drive continuous service improvement.

The role requires ITIL expertise, strong analytical and organizational skills, and the ability to work in a matrix environment with cross-functional teams, including potential remote collaboration.

Qualifications

• Experience in Major Incident and Problem Management in a global IT environment.
• Strong knowledge of ITIL processes and service management best practices.
• Experience with stakeholder management and communication in high-pressure environments.
• Experience working with external service providers and cross-functional IT teams.

Responsibilities

• Coordinate the restoration of critical IT services through Major Incident Management processes and task force leadership.
• Classify, prioritize and document major incidents per global process guidelines.
• Monitor incident and problem records to identify delivery issues and improvement opportunities.
• Deliver real-time communication to senior stakeholders during major incidents.
• Lead root cause analysis and track permanent fixes and service improvements.
• Collaborate with Service Owners, Application Owners and IT providers to improve performance.

Skills

Major Incident Mgmt

Problem Management

ITIL

Stakeholder Management

Project Management

Analytical Thinking

Global Matrix Environment

Education

University degree in IT 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!