Senior IT Incident Manager (KYC_IT Project Manager)
Summary
Incident Manager overseeing end-to-end incident management in a business-critical banking IT environment in Gdańsk (3 days/week on-site): driving the incident lifecycle, coordinating L2/L3 technical teams, leading triage calls, managing SLAs, and reporting KPIs via ITSM tools. Requires ITIL knowledge and a technical background in applications, APIs, containers, and databases.
PROJECT INFORMATION:
Industry: banking
Location: Gdańsk (3/week in the office)
Remuneration: up to 155 PLN/h netto+VAT (B2B)
Summary
We are seeking an experienced Incident Manager to oversee incident management operations in a business-critical IT environment, ensuring effective governance and technical understanding.
Main Responsibilities:
Drive end-to-end incident management and operational governance.
Manage the incident lifecycle from identification to resolution, including SLA management.
Coordinate activities between technical teams (L2, L3) during incidents.
Lead incident triage calls, establishing ownership and concrete action steps.
Prepare and present incident KPIs and operational metrics to stakeholders.
Utilize ITSM tools for tracking and maintaining incident records.
Key Requirements:
Several years of experience in IT Service Management or Incident Management.
Strong understanding of the incident lifecycle and ITIL practices.
Solid technical background in applications, APIs, containers, and databases.
Ability to manage incident backlogs and escalate issues effectively.
Excellent analytical skills for KPI and trend analysis.
Nice to Have:
Experience with ITSM tools like BMC Helix, Jira, and Confluence.
Familiarity with monitoring and alerting platforms.
Ability to communicate complex issues to non-technical stakeholders.
Other Details:
Role will operate in a physical location in Poland. Position involves managing operations related to high impact IT environments.