DCG

Senior IT Incident Manager

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SeniorOn-site·WarszawaFull-time

#468922·Dodano 7 dni temu·5

Źródło: DCG

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Tech Stack / Keywords

ITILBMC HelixJira ConfluenceExcelITSMAPIscontainersdatabasesmiddleware

Podsumowanie oferty

Own the end-to-end incident portfolio across complex, business-critical IT environments. Coordinate teams to drive incident triage, escalation, resolution, and operational improvements, using tools such as BMC Helix, Jira, Confluence, and Excel.

Wymagania

Several years of hands-on experience in IT Service Management / Incident Management within complex, enterprise-scale IT environments, preferably supporting business-critical applications and services.
Strong understanding of the end-to-end incident lifecycle, including identification, prioritization, triage, escalation, resolution, SLA management, closure, and follow-up.
Solid technical background across application services, APIs and integrations, containers, servers, databases, middleware, and monitoring.
Proven ability to coordinate L2, L3, Development, Business, Infrastructure, and other teams during incident resolution.
Good understanding of ITIL practices, particularly Incident, Problem, and Change Management, including root-cause analysis and corrective actions.
Strong capability to manage incident backlogs, aging and stuck incidents, SLA risks and breaches, recurring patterns, dependencies, and unclear ownership.
Practical experience leading incident triage, cross-team coordination, and escalation management.
Strong analytical skills in incident KPIs, trends, and operational metrics.
Ability to communicate incident nature and business impact clearly to senior management, business stakeholders, and technical teams.
Hands-on experience with ITSM and work-management tools, preferably BMC Helix, Jira, Confluence, and Excel, or equivalent enterprise tools.
Ability to consolidate incident information across multiple systems and maintain accurate status, ownership, actions, and dependencies.
Excellent spoken and written English with strong facilitation and stakeholder management skills.
Strong ownership, accountability, organization, prioritization, and follow-through in high-pressure production environments.
Proactive and persistent approach to incident resolution and operational improvement.

Nice to have:

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

Obowiązki

Own the end-to-end incident portfolio across a complex, business-critical IT environment.
Manage open, aging, and stuck incidents, ensuring continuous progress and clear ownership.
Lead incident triage calls and coordinate L2, L3, Development, Business, Infrastructure, and other relevant teams.
Drive incident identification, prioritization, triage, escalation, resolution, SLA management, closure, and follow-up.
Identify and escalate SLA risks, breaches, unclear ownership, recurring incidents, blocked dependencies, and cases requiring management attention.
Establish follow-up actions, owners, and deadlines, and track agreed actions to completion.
Facilitate cross-team resolution when root cause or ownership is unclear.
Distinguish incidents requiring immediate technical resolution from cases requiring Problem Management, structural remediation, or management escalation.
Analyze incident KPIs, trends, recurring patterns, and operational metrics.
Prepare incident reporting and communicate business impact to senior management and business stakeholders.
Maintain an accurate incident tracker and management overview across multiple tracking systems.
Drive operational improvements by identifying recurring incidents, process weaknesses, and opportunities for more effective incident resolution and prevention.

Benefity

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

Opieka zdrowotna

Karta sportowa

DCG

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