Senior Incident Manager

Quick Facts

• Role: Senior Incident Manager
• Work model: Hybrid (3 days/week on-site) in Gdynia/Gdańsk/Warsaw
• Salary: 800–1000 PLN/day (B2B)

Description

You will drive end-to-end incident management for business-critical applications and services in a large-scale international financial environment. You will coordinate technical and business stakeholders, maintain operational governance, and ensure timely resolution of production incidents. You will also lead incident bridge calls, manage incident ownership/accountability, and provide reporting and follow-up tracking.

Responsibilities

• Own the end-to-end Incident Management process across multiple services and platforms
• Drive incident triage, prioritization, escalation, and resolution
• Lead incident bridge calls and coordinate technical and business stakeholders
• Identify and actively manage aging, stuck, and unresolved incidents
• Challenge unclear ownership and drive accountability across teams
• Monitor SLA compliance and proactively escalate risks
• Ensure incidents are properly documented and closed per established procedures
• Coordinate cross-functional teams during major incidents and service disruptions
• Track follow-up actions and ensure agreed activities are completed on time
• Identify recurring incident patterns and collaborate with Problem Management teams
• Prepare incident reports, KPIs, trend analysis, and management presentations
• Provide regular operational updates to senior stakeholders and business representatives
• Maintain a consolidated incident overview across multiple tracking systems

Requirements

• At least 5 years of experience in Incident Management or IT Service Management
• Strong understanding of the complete incident lifecycle
• Experience supporting enterprise-scale and business-critical environments
• Technical understanding of applications, infrastructure, integrations, APIs, databases, middleware, and containers
• Experience coordinating L2, L3, Development, Infrastructure, and Business teams
• Practical knowledge of ITIL Incident, Problem, and Change Management
• Strong stakeholder management and communication skills
• Experience leading incident war rooms and triage calls
• Ability to manage escalations across multiple teams and organizational units
• Strong analytical and reporting skills
• Experience working with SLA management and operational governance
• Excellent English communication skills

Benefits

• Flexible work organization
• International environment with daily English usage
• Scandinavian culture focused on work-life balance and training time financed by Jit
• Integration meetings and a supportive Jit community