ERGO Technology & Services

Senior IT Process Manager (Major Incident & Problem Management) | f/m/d

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SeniorHybryda·WarszawaFull-time·Umowa o pracę

#395973·Dodano 3 miesiące temu·5

Źródło: justjoin.it

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Tech Stack / Keywords

ITILProcess managementSIMAMajor Incident Management

Podsumowanie oferty

The Senior IT Process Manager role involves coordinating Major Incident Management processes and leading task forces to restore critical IT services. The position requires managing incident classification, prioritization, and documentation according to global guidelines, monitoring incident and problem records, and delivering communication to senior stakeholders. The role focuses on improving service resilience and operational effectiveness through collaboration with service owners and IT teams.

Wymagania

Fluency in English (minimum C1 level)
University degree in Information Technology, Business Information Management, or related field
Extensive experience in Major Incident Management and Problem Management in a global IT environment
Practical knowledge of ITIL processes and service management best practices
Experience in stakeholder management and communication in high-pressure operational environments
Experience working with external service providers and cross-functional IT teams
Practical project management experience
Strong analytical, planning, and organizational skills with ability to work effectively in a global, matrix-oriented environment

Nice to have:

ITIL Managing Professional certification (Foundation V4 required, Managing Professional desirable)
Experience with Change Management processes
IT application development or software engineering background
Experience in Service Integration and Management (SIMA) environments

Obowiązki

Coordinate restoration of critical IT services through Major Incident Management and task force leadership
Manage classification, prioritization, and documentation of major incidents per global process guidelines
Monitor incident and problem records to identify issues, mitigation actions, and service improvement opportunities
Analyze operational metrics, SLA performance, and KPI trends
Deliver real-time communication and updates to senior stakeholders during major incidents
Identify performance deterioration and drive preventive actions for service resilience
Lead root cause analysis activities and track implementation of fixes and improvements
Collaborate with Service Owners, Application Owners, IT providers and Global Process Owners to improve service performance
Prepare service reports, incident statistics, and problem management analyses for reviews and governance
Define requirements for monitoring, reporting, and operational management with architecture and engineering teams

Benefity

Medical package
Sports card and various sports sections
Flexible working hours
Confidential employee assistance program
Possibility of remote working
In-office gaming room and dog-friendly office in Warsaw
Workshops and training courses
Hackathons and meetups for knowledge sharing
Access to digital learning platforms and language courses
Participation in CSR activities
Company-wide bike races, soccer matches, film marathons, and team-building activities
Emphasis on diversity and inclusion regardless of gender, nationality, religion, disability, age, or sexual orientation

Elastyczne godziny

Opieka zdrowotna

Karta sportowa

Szkolenia wewnętrzne

Spotkania integracyjne

Kursy językowe

Inne informacje

Candidates must have fluency in English (minimum C1 level). The recruitment process follows General Data Protection Regulation (RODO) requirements with detailed data processing information provided. Only candidates located in Poland can apply. The company does not accept applications from Ukrainians under this offer.

ERGO Technology & Services

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