Senior IT Incident Manager

Quick Facts

• Industry: Banking

• Location: Gdańsk (3 days/week in office)

• Remuneration: up to 155 PLN/h net + VAT (B2B)

Description

We are seeking an experienced Incident Manager to oversee incident management operations in a business-critical IT environment, ensuring effective governance and technical understanding. You will manage the full incident lifecycle, coordinate technical teams during incidents, and report incident KPIs and operational metrics to stakeholders.

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

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

Benefits

• B2B remuneration up to 155 PLN/h net + VAT

• On-site role in Poland (Gdańsk), 3 days/week in office