Senior Major Incident & Problem Manager | ITIL Expert

ERGO; Warszawa; Hybrid; 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) 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.