Incident Manager

Quick Facts

• Role: Incident Manager

• Scope: End-to-end incident management and operational governance in a complex, business-critical banking IT environment

• Work model: Hybrid (minimum 60% office presence), full-time (40h/week)

• Location: Gdańsk, Gdynia, or Warsaw

• Rate: Up to 135 PLN/h (B2B)

Description

Own end-to-end incident management and operational governance across a complex, business-critical IT landscape. Drive incident ownership, triage, escalation, resolution coordination, and operational improvement through analytics and management reporting.

Responsibilities

Incident ownership and operational governance

• Take end-to-end ownership of an incident portfolio, ensuring traction of open, aging, or stuck cases

• Manage the incident backlog, challenge unclear ownership, and drive teams toward resolution

• Identify and escalate aging/stuck incidents, SLA risks/breaches, incidents without clear ownership, recurring patterns, blocking dependencies, and cases requiring management attention

• Define follow-up actions, owners, and deadlines; track actions to completion

• Separate incidents needing immediate technical attention from cases requiring Problem Management, structural remediation, or escalation

Triage and coordination

• Lead incident triage calls with the right technical and business teams and establish concrete actions for resolution

• Facilitate cross-team discussions when root cause/ownership is unclear

• Manage escalations across organizational boundaries and ensure critical dependencies get attention

Reporting, analytics, and management communication

• Prepare and present incident KPIs, trends, and operational metrics

• Explain major incident nature and business impact to senior management and business stakeholders

• Maintain an accurate incident tracker and consolidated management overview

• Identify recurring patterns and process weaknesses to prevent incidents and improve operational efficiency

Requirements

• Several years of hands-on IT Service Management / Incident Management experience in an enterprise-scale IT environment

• Strong understanding of the incident lifecycle: identification, prioritization, triage, escalation, resolution, SLA management, closure, and follow-up

• Technical background across application and infrastructure domains to discuss with and challenge technical teams

• Experience coordinating L2, L3, Development, Business, Infrastructure, and other teams during incident resolution

• ITIL knowledge (Incident, Problem, Change) and its link to root-cause analysis and corrective actions

• Practical experience with ITSM/work-management tools, preferably BMC Helix, Jira, Confluence, and Excel (or equivalents)

• Ability to maintain a consistent end-to-end view of status, ownership, actions, and dependencies across multiple tracking systems

• Excellent English (spoken and written)

• Confident communication with senior management, business stakeholders, and technical teams; audience-appropriate technical detail

• Strong facilitation, ownership, accountability, and proactive follow-through

• Strong organization to manage multiple concurrent incidents and follow-up actions

• Comfort working in a high-pressure production environment with effective prioritization

Benefits

• Hybrid work (minimum 60% office presence)

• Up to 135 PLN/h (B2B)

• Full-time role (40h/week)