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Incident Manager
OPTIVEUM sp. z o.o.
Source: Headcount Labs ยท original listing โ
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted Oct 26
About this role
Own end-to-end incident management for a global banking client, driving teams, resolution and operational insights. Hybrid in Gdaลsk, Gdynia or Warsaw, up to 135 PLN/h (B2B). Incident Manager About the Offer We are currently looking for an Incident Manager to join the team of our global client from the banking industry. For this role, Optiveum is the recruitment and contracting party, which means you will sign the cooperation agreement directly with us. You will drive end-to-end incident management and operational governance across a complex, business-critical IT environment. The role requires strong ownership, analytical capability and technical understanding. Key Details: โข Rate: up to 135 PLN/h (B2B) โข Work Model: Hybrid, min. 60% office presence, full-time (40h/week) โข Location: Gdaลsk, Gdynia or Warsaw Responsibilities: Incident ownership and operational governance โข Take end-to-end ownership of the incident portfolio, not only individual high-priority incidents, ensuring continuous traction of open, aging and stuck cases โข Actively manage the incident backlog, identify cases without sufficient progress, challenge unclear ownership and drive responsible teams toward resolution โข Identify and escalate aging and stuck incidents, SLA risks and breaches, incidents without clear ownership, recurring patterns, blocking dependencies and cases requiring management attention or cross-team decisions โข Establish clear follow-up actions, owners and deadlines, and track agreed actions to completion โข Distinguish between incidents requiring immediate technical attention and cases requiring Problem Management, structural remediation or management escalation Triage and coordination โข Lead incident triage calls, bringing together the right technical and business teams, establishing ownership and keeping focus on concrete actions and resolution โข Facilitate discussions between multiple teams when the root cause or ownership is initially unclear โข Manage escalations across organisational boundaries and ensure critical dependencies receive appropriate attention Reporting, analytics and management communication โข Prepare, interpret and present incident KPIs, trends and operational metrics โข Explain the nature and business impact of major incidents at a high level to senior management and business stakeholders โข Maintain a reliable incident tracker and management overview, consolidating information from multiple sources and keeping reporting data accurate and up to date โข Drive operational improvement by identifying recurring patterns, process weaknesses and areas where incidents can be prevented or resolved more efficiently Requirements: โข Several years of hands-on experience in IT Service Management / Incident Management within a complex, enterprise-scale IT environment, preferably supporting business-critical applications and services โข Strong understanding of the end-to-end incident lifecycle: identification, prioritisation, triage, escalation, resolution, SLA management, closure and follow-up โข Solid technical background across applications and infrastructure (application services, APIs and integrations, containers, servers, databases, middleware, monitoring), enough to discuss with and challenge technical teams โข Practical experience coordinating L2, L3, Development, Business, Infrastructure and other teams during incident resolution โข Good understanding of ITIL practices, particularly Incident, Problem and Change Management, and their link to root-cause analysis and corrective actions โข Strong practical experience with ITSM and work-management tools, preferably BMC Helix, Jira, Confluence and Excel, or equivalent enterprise tools โข Ability to work with incident information spread across different tracking systems and keep a consistent end-to-end view of status, ownership, actions and dependencies โข Excellent spoken and written English โข Confident communication with senior management, business stakeholders and technical teams, adjusting technical detail to the audience โข Strong facilitation skills, keeping discussions fact-based, action-oriented and focused on resolution โข Strong sense of ownership, accountability and follow-through, with a proactive mindset โข Well organised and able to manage a large portfolio of concurrent incidents and follow-up actions โข Comfortable in a high-pressure production environment and able to prioritise when several critical topics compete for attention Nice to have: โข Experience with monitoring and alerting platforms supporting proactive identification and management of production issues Specjalizacja / specialism IT Role Project Manager Locations Warsaw , Gdaลsk , Gdynia Remote status Hybrid About OPTIVEUM sp. z o.o. Optiveum is a recruitment and consulting company created based on our 20-plus years of experience in HR & IT services. We work for Clients located in Poland and abroad providing our local and international Candidates with Project-based or Permanent job opportunities in a remote or office-based model. COMPANY DATA Optiveum Sp. z o.o. ul. Tomasza Zana 43 lok. 2.1 20-601 Lublin, Poland nr KRS: 0000834436, NIP 7010975729 Contact us at: info (at) optiveum.com Founded in 2020