Senior IT Incident Manager

Quick Facts

• Role: Senior IT Incident Manager

Description

Own the end-to-end incident portfolio across a complex, business-critical IT environment. Lead incident triage calls, coordinate L2/L3, Development, Business, Infrastructure, and other relevant teams, and manage identification, prioritization, escalation, resolution, SLA management, closure, and follow-up. Analyze incident KPIs and trends to report business impact and drive operational improvements to reduce recurring incidents.

Responsibilities

• Own and manage the incident portfolio end-to-end

• Manage open, aging, and stuck incidents with clear ownership and continuous progress

• Facilitate incident triage calls and coordinate cross-functional teams

• Drive prioritization, escalation, resolution, SLA management, closure, and follow-up

• Identify and escalate SLA risks, breaches, unclear ownership, recurring incidents, blocked dependencies, and cases needing management attention

• Create follow-up actions with owners and deadlines; track actions to completion

• Coordinate cross-team resolution when root cause or ownership is unclear

• Route items to immediate technical resolution vs. Problem Management, remediation, or management escalation

• Analyze incident KPIs, trends, recurring patterns, and operational metrics

• Prepare incident reporting and communicate business impact to senior management and stakeholders

• Maintain an accurate incident tracker and management overview across multiple tracking systems

• Drive operational improvements by identifying recurring incidents and process weaknesses to prevent future issues

Requirements

• Several years of hands-on IT Service Management/Incident Management experience in complex enterprise-scale environments (preferably business-critical applications/services)

• Strong understanding of the end-to-end incident lifecycle (identification, prioritization, triage, escalation, resolution, SLA management, closure, follow-up)

• Solid technical background across application services, APIs and integrations, containers, servers, databases, middleware, and monitoring

• Proven ability to coordinate L2, L3, Development, Business, Infrastructure, and other teams during incidents

• Good understanding of ITIL practices, particularly Incident, Problem, and Change Management, including root-cause analysis and corrective actions

• Ability to manage incident backlogs, aging/stuck incidents, SLA risks and breaches, recurring patterns, dependencies, and unclear ownership

• Practical experience leading incident triage and escalation management

• Strong analytical skills in incident KPIs, trends, and operational metrics

• Ability to communicate incident nature and business impact clearly to senior management, business stakeholders, and technical teams

• Hands-on experience with ITSM and work-management tools (preferably BMC Helix, Jira, Confluence, Excel or equivalent enterprise tools)

• Ability to consolidate incident information across multiple systems and maintain accurate status, ownership, actions, and dependencies

• Excellent spoken and written English with facilitation and stakeholder management skills

• Strong ownership, accountability, organization, prioritization, and follow-through in high-pressure production environments

• Proactive and persistent approach to incident resolution and operational improvement

Benefits

• Private medical care

• Co-financing for the sports card

• Constant support of a dedicated consultant

• Employee referral program