Senior IT Incident Manager (KYC_IT Project Manager)

Project information

• Industry: banking
• Location: Gdańsk (3/week in the office)
• Remuneration: up to 155 PLN/h netto+VAT (B2B)

Summary

We are seeking an experienced Incident Manager to oversee incident management operations in a business-critical IT environment, ensuring effective governance and technical understanding.

Main Responsibilities

• 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.

Key Requirements

• 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.

Other Details

Role will operate in a physical location in Poland. Position involves managing operations related to high impact IT environments.