Senior IT Incident Manager (KYC_IT Project Manager)

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SeniorHybryda·GdańskFull-time

#464573·Dodano 2 dni temu·0

Źródło: justjoin.it

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Tech Stack / Keywords

Service Level Agreement (SLA)OperationsITILService ManagementAtlassian JIRAIncident managementAtlassian ConfluenceProcurementGovernanceKnow Your Customer (KYC)

Podsumowanie oferty

Oversee incident management operations in a business-critical IT environment, ensuring effective governance and technical understanding. The role covers the incident lifecycle, SLA management, and coordination between technical teams.

Wymagania

Several years of experience in IT Service Management or Incident Management.
Strong understanding of the incident lifecycle and ITIL practices.
Solid technical background in applications, APIs, containers, and databases.
Ability to manage incident backlogs and escalate issues effectively.
Excellent analytical skills for KPI and trend analysis.

Nice to have:

Experience with ITSM tools like BMC Helix, Jira, and Confluence.
Familiarity with monitoring and alerting platforms.
Ability to communicate complex issues to non-technical stakeholders.

Obowiązki

Drive end-to-end incident management and operational governance.
Manage the incident lifecycle from identification to resolution, including SLA management.
Coordinate activities between technical teams (L2, L3) during incidents.
Lead incident triage calls, establishing ownership and concrete action steps.
Prepare and present incident KPIs and operational metrics to stakeholders.
Utilize ITSM tools for tracking and maintaining incident records.

Inne informacje

The role operates in a physical location in Poland.

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