IT Incident Manager

Responsibilities:

• Lead end-to-end management of major IT incidents, ensuring timely service restoration and minimal business disruption in line with SLA targets
• Coordinate technical bridge calls and virtual war rooms, engaging the right stakeholders across infrastructure, development, and support teams
• Guide and support L2 and L3 teams during incident resolution, ensuring proper prioritization and escalation
• Own the full incident lifecycle - from detection and triage to resolution, closure, and documentation
• Ensure clear, structured, and timely communication to business stakeholders, senior management, and technical teams
• Monitor SLA adherence and proactively mitigate risks of potential breaches
• Ensure accurate incident logging, categorization, and documentation, including timelines, root cause analysis, and corrective actions
• Prepare and present incident reports, metrics, and trend analyses to support data-driven decision-making
• Lead post-incident reviews, ensuring lessons learned are captured and preventive actions are implemented
• Continuously improve incident management processes, standards, and runbooks

Requirements:

• Several years of experience in IT Service Management, Incident Management, or a similar role within a large-scale organization
• Solid technical understanding of IT infrastructure and/or applications (e.g., containers, servers, databases, enterprise platforms)
• Experience working with L2 and L3 support teams, including escalation handling and technical coordination
• Strong analytical skills with the ability to prepare and interpret incident data, reports, and metrics
• Proven ability to manage incidents within SLA constraints and effectively handle escalation risks
• Good understanding of ITIL practices, particularly Incident, Problem, and Change Management
• Hands-on experience with ITSM tools (e.g., BMC Helix, Jira, Confluence or similar) and monitoring/alerting systems
• Excellent English communication skills, both written and spoken, including interaction with senior stakeholders

Nice to have:

• ITIL certification

Offer:

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