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. You will lead incident triage, coordinate L2/L3, Development, Business, Infrastructure, and other teams to drive incident identification, prioritization, escalation, resolution, SLA management, closure, and follow-up. You will also analyze incident KPIs and trends, maintain an accurate incident tracker across systems, and drive operational improvements to prevent recurring incidents.

Responsibilities

• Manage open, aging, and stuck incidents with clear ownership and continuous progress
• Run incident triage calls and coordinate cross-functional resolution
• Identify and escalate SLA risks, breaches, unclear ownership, recurring incidents, blocked dependencies, and cases needing management attention
• Establish follow-up actions with owners and deadlines; track actions to completion
• Separate incidents needing immediate technical resolution from cases requiring Problem Management, structural 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
• Improve operations by finding recurring incidents, process weaknesses, and prevention opportunities

Requirements

• Several years of hands-on experience in IT Service Management / Incident Management in complex enterprise environments (preferably business-critical services)
• Strong understanding of the full 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
• Understanding of ITIL practices, especially Incident, Problem, and Change Management, including root-cause analysis and corrective actions
• Ability to manage incident backlogs, including aging/stuck incidents, SLA risks and breaches, recurring patterns, dependencies, and unclear ownership
• Practical experience leading incident triage and escalation management
• Strong analytical skills for incident KPIs, trends, and operational metrics
• Ability to communicate incident details and business impact clearly to senior management, business stakeholders, and technical teams
• Hands-on experience with ITSM/work-management tools (preferably BMC Helix, Jira, Confluence, Excel, or equivalent)
• Ability to consolidate incident information across multiple systems and maintain accurate status, ownership, actions, and dependencies
• Excellent spoken and written English plus strong facilitation and stakeholder management skills
• Strong ownership, accountability, organization, prioritization, and follow-through in production environments under pressure
• Proactive and persistent approach to incident resolution and continuous improvement

Benefits

• Private medical care
• Co-financing for the sports card
• Training and learning opportunities
• Constant support of a dedicated consultant
• Employee referral program