IT Incident Manager (banking)

Industry: Banking

Rate: 110 pln/h on b2b

Location: hybrid, 3 days per week form Warsaw, Gdańsk or Gdynia

Summary: The IT Incident Manager plays a crucial role in leading the management of major IT incidents, ensuring minimal business disruption and swift restoration of services in line with Service Level Agreements (SLAs).

Main Responsibilities:

• Lead the management of major IT incidents to minimize business impact while adhering to SLAs.

• Coordinate technical bridge calls and virtual war rooms with infrastructure, application development, and support teams.

• Support L2 and L3 teams during incident resolution, ensuring aligned priorities.

• Manage the incident lifecycle from detection to closure, including triage and stakeholder communication.

• Ensure timely and structured communication regarding incidents to stakeholders.

• Proactively manage risks of SLA breaches and ensure incidents are well recorded.

• Prepare and present incident reports and statistics for various stakeholders.

• Drive post-incident reviews and ensure follow-up on action items.

• Contribute to enhancements in incident management processes and standards.

Key Requirements:

• Several years of experience in IT Service Management or Incident Management.

• Solid technical background in IT infrastructure/applications.

• Experience with L2 and L3 support teams handling escalations.

• Strong analytical skills to prepare and present incident reports.

• Proven capability to meet SLA targets.

• Familiarity with ITIL best practices.

• Experience with ITSM tools, e.g., BMC Helix, Jira.

• Excellent English communication skills, both written and spoken.

Nice to Have:

• Experience in a complex, enterprise-scale environment.

• Ability to challenge technical inputs based on a solid technical background.

• Proven track in facilitating teams and discussions.

• Ability to influence outcomes positively in team settings.