OPTIVEUM SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ

Incident Manager

135 PLN/ godz./ godz.B2BB2B (netto)

MidHybryda·WarszawaFull-time·B2B

#467229·Dodano 8 dni temu·9

Źródło: justjoin.it

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Tech Stack / Keywords

IT Service ManagementIncident managementITILBMC HelixConfluence JiraITSM

Podsumowanie oferty

Drive end-to-end incident management and operational governance for a global client in the banking industry, across a business-critical IT environment. Coordinate teams through incident resolution and operational improvement, using tools including BMC Helix, Jira and Confluence.

Wymagania

Several years of hands-on experience in IT Service Management or Incident Management within a complex, enterprise-scale IT environment, preferably supporting business-critical applications and services.
Strong understanding of the end-to-end incident lifecycle: identification, prioritisation, triage, escalation, resolution, SLA management, closure and follow-up.
Solid technical background across applications and infrastructure, including application services, APIs and integrations, containers, servers, databases, middleware and monitoring.
Practical experience coordinating L2, L3, Development, Business, Infrastructure and other teams during incident resolution.
Good understanding of ITIL practices, particularly Incident, Problem and Change Management, and their link to root-cause analysis and corrective actions.
Strong practical experience with ITSM and work-management tools, preferably BMC Helix, Jira, Confluence and Excel, or equivalent enterprise tools.
Ability to work with incident information across different tracking systems and maintain a consistent view of status, ownership, actions and dependencies.
Excellent spoken and written English.
Confident communication with senior management, business stakeholders and technical teams, adjusting technical detail to the audience.
Strong facilitation skills, keeping discussions fact-based, action-oriented and focused on resolution.
Strong sense of ownership, accountability and follow-through, with a proactive mindset.
Well organised and able to manage a large portfolio of concurrent incidents and follow-up actions.
Comfortable in a high-pressure production environment and able to prioritise when several critical topics compete for attention.

Nice to have:

Experience with monitoring and alerting platforms supporting proactive identification and management of production issues.

Obowiązki

Incident ownership and operational governance:

Take end-to-end ownership of the incident portfolio, ensuring continuous progress on open, aging and stuck cases.
Manage the incident backlog, identify cases without sufficient progress, challenge unclear ownership and drive responsible teams toward resolution.
Identify and escalate aging and stuck incidents, SLA risks and breaches, incidents without clear ownership, recurring patterns, blocking dependencies and cases requiring management attention or cross-team decisions.
Establish follow-up actions, owners and deadlines, and track agreed actions to completion.
Distinguish incidents requiring immediate technical attention from cases requiring Problem Management, structural remediation or management escalation.

Triage and coordination:

Lead incident triage calls, bringing together technical and business teams, establishing ownership and focusing on actions and resolution.
Facilitate discussions between teams when the root cause or ownership is initially unclear.
Manage escalations across organisational boundaries and ensure critical dependencies receive appropriate attention.

Reporting, analytics and management communication:

Prepare, interpret and present incident KPIs, trends and operational metrics.
Explain the nature and business impact of major incidents to senior management and business stakeholders.
Maintain an incident tracker and management overview, consolidating information from multiple sources and keeping reporting data accurate and up to date.
Identify recurring patterns, process weaknesses and areas where incidents can be prevented or resolved more efficiently.

Inne informacje

Minimum 60% office presence is required.

OPTIVEUM SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ

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