IT Incident Manager

As a recruitment company, DCG understands that every business is powered by experienced professionals. Our management style and partnership approach enable us to meet your needs and provide continuous support. Due to our ongoing growth and the large number of recruitment projects we undertake for our partners, we are currently looking for:

IT Incident Manager

Responsibilities:

• Lead end-to-end management of major IT incidents, ensuring timely service restoration and minimal business disruption in line with SLA targets

• Coordinate technical bridge calls and virtual war rooms, engaging the right stakeholders across infrastructure, development, and support teams

• Guide and support L2 and L3 teams during incident resolution, ensuring proper prioritization and escalation

• Own the full incident lifecycle - from detection and triage to resolution, closure, and documentation

• Ensure clear, structured, and timely communication to business stakeholders, senior management, and technical teams

• Monitor SLA adherence and proactively mitigate risks of potential breaches

• Ensure accurate incident logging, categorization, and documentation, including timelines, root cause analysis, and corrective actions

• Prepare and present incident reports, metrics, and trend analyses to support data-driven decision-making

• Lead post-incident reviews, ensuring lessons learned are captured and preventive actions are implemented

• Continuously improve incident management processes, standards, and runbooks

Requirements:

• Several years of experience in IT Service Management, Incident Management, or a similar role within a large-scale organization

• Solid technical understanding of IT infrastructure and/or applications (e.g., containers, servers, databases, enterprise platforms)

• Experience working with L2 and L3 support teams, including escalation handling and technical coordination

• Strong analytical skills with the ability to prepare and interpret incident data, reports, and metrics

• Proven ability to manage incidents within SLA constraints and effectively handle escalation risks

• Good understanding of ITIL practices, particularly Incident, Problem, and Change Management

• Hands-on experience with ITSM tools (e.g., BMC Helix, Jira, Confluence or similar) and monitoring/alerting systems

• Excellent English communication skills, both written and spoken, including interaction with senior stakeholders

Nice to have:

• ITIL certification

Offer:

• Private medical care

• Co-financing for the sports card

• Constant support of a dedicated consultant

• Employee referral program