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

ERGO Technology & Services S.A. (ET&S), a member of the Munich Re and ERGO Group, delivers integrated IT and business services to international markets. Their expertise is in advanced IT services, focusing on modern, business-driven technology solutions. The company supports the Group in end-to-end insurance processes including finance, operations, and underwriting. Offices are located in Warsaw and Gdansk with strong global partnerships supporting a multicultural environment.

• 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

• 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

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.