Incident Manager

OPTIVEUM sp. z o.o.•Capon Bridge, WV

4h•PLN 135•Hybrid

About The Position

Optiveum is recruiting and contracting an Incident Manager for a global banking-industry client. The position drives end-to-end incident management and operational governance across a complex, business-critical IT environment, requiring ownership, analytical capability, and technical understanding. The role is full-time, 40 hours per week, and hybrid, with at least 60% office presence in Gdańsk, Gdynia, or Warsaw. The rate is up to 135 PLN per hour on a B2B basis, and the cooperation agreement is signed directly with Optiveum. The Incident Manager owns the incident portfolio and backlog, coordinates triage and escalations, tracks actions and dependencies, and communicates incident status and impact to technical teams, business stakeholders, and senior management. The role also uses incident metrics and recurring patterns to identify operational improvements and prevention opportunities.

Requirements

Several years of hands-on IT Service Management or Incident Management experience in a complex, enterprise-scale IT environment, 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 applications and infrastructure, including application services, APIs and integrations, containers, servers, databases, middleware, and monitoring, sufficient to discuss issues with and challenge technical teams.
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 connection 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 consolidate incident information across different tracking systems and maintain an end-to-end view of status, ownership, actions, and dependencies.
Excellent spoken and written English.
Confident communication with senior management, business stakeholders, and technical teams, adapting technical detail to the audience.
Strong facilitation skills, keeping discussions fact-based, action-oriented, and focused on resolution.
Strong ownership, accountability, follow-through, and a proactive mindset.
Well organized and able to manage a large portfolio of concurrent incidents and follow-up actions.
Comfortable working in a high-pressure production environment and able to prioritize when multiple critical topics compete for attention.

Nice To Haves

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

Responsibilities

Take end-to-end ownership of the incident portfolio, maintaining progress on open, aging, and stalled cases.
Manage the incident backlog, identify cases lacking progress, clarify ownership, and drive responsible teams toward resolution.
Identify and escalate aging or stalled incidents, SLA risks and breaches, unclear ownership, recurring patterns, blocking dependencies, and matters requiring management attention or cross-team decisions.
Set follow-up actions, owners, and deadlines, and track actions through completion.
Distinguish incidents needing immediate technical attention from cases requiring Problem Management, structural remediation, or management escalation.
Lead incident triage calls, bring together the appropriate technical and business teams, establish ownership, and focus discussions on concrete actions and resolution.
Facilitate discussions among teams when root cause or ownership is unclear.
Manage escalations across organizational boundaries and ensure critical dependencies receive attention.
Prepare, interpret, and present incident KPIs, trends, and operational metrics.
Explain major incidents and their business impact to senior management and business stakeholders at a high level.
Maintain an accurate, up-to-date incident tracker and management overview using information from multiple sources.
Identify recurring patterns, process weaknesses, and opportunities to prevent incidents or resolve them more efficiently.