Major Incident Manager

Lokalizacja małopolskie
Rodzaj umowy Pełen etat
Opublikowane ponad rok temu
Nr Ref. 137868

Treść oferty

For our Client- fast expanding international IT services provider that is noted for its innovative technology knowledge and business approach, we are looking for candidates to fill the position of Major Incident Manager.

The Major Incident Manager is accountable to actively participate and support the delivery of end-to-end services in line with customer and internal SLAs/KPIs.
Working within the Global Major Incident Management process community, the Major Incident Manager role will include:

  • Being in charge of major incident resolution within complex environments with complete confidence, engaging internal and external support teams globally
  • Demonstrate the ability to lead the virtual team of technical resources from all technical areas, driving troubleshooting and recovery with confidence and authority reducing time to repair on major and crisis outages
  • Ensure engagement and focus of relevant resolvers for impact and decision making purposes
  • Responsible for verifying the severity of all levels of incidents in order to execute the correct level Incident Management process
  • Accountable as single source delivering clear and accurate communication during all incident across the business and technology including senior and exec management levels
  • Produce comprehensive incident reports to a variety of audiences including senior and exec management level
  • Participate and lead Incident reviews for managed incidents
  • Run daily Health-check calls and make informed decisions regarding escalation of potential issues
  • Ability to adjust in a fast pace every changing environment
  • Leading technical and management conference bridges in a business professional manner
  • Participating in other ITIL processes interfacing with incident management in order to ensure overall process delivery
  • Actively participating in CSI activities for Major Incident Management process and in global Incident Management community

Work place: Flexible work system


  • English, German or French Speaking (B2 at least)
  • ITIL Operational experience in the Major Incident Management process. Non-Operational knowledge of other ITIL processes interfacing with Incident Management
  • Bachelors degree in Computer Science, IT or Telecommunication or equivalent in working experience (is a plus – not mandatory)


  • International environment
  • Competitive salary package
  • Relocation bonus (according to the internal procedures)
  • Private medical care, life and disability insurance
  • Interesting trainings and professional development programmes

Other notes

For more related job opportunities visit www.grafton.pl/en/jobs?disciplines=it-komunikacja

IT and Telecommunications | IT process / service | Manager | Itil | Project Manager (zarządzający projektem)