Major Incident Manager

🚀 We're Hiring! - Major Incident Manager (FTC, Remote in Poland)

📍 Location: Remote (Poland)📅 Duration: 6 Months (Fixed-Term Contract)💼 Position: Major Incident Manager

Are you a problem-solver with a strong analytical mindset and a passion for technology? Do you thrive under pressure and have the drive to lead and resolve high-impact technical issues? If so, we want you on our team!

We're looking for a Major Incident Manager to join our fast-paced, results-driven environment for a 6-month remote contract based in Poland.

🔍 What You’ll Do:

• Own and lead 10+ Major Incidents (MIs) from initiation to closure each month

• Act as the primary point of contact during major incidents, driving resolution efforts across teams

• Conduct root cause analysis (RCA) and communicate findings to technical and non-technical stakeholders

• Ensure incidents are resolved within defined SLAs and OLAs

• Collaborate with cross-functional teams and manage stakeholder expectations during high-impact issues

• Document incident details, solutions, and RCA with clarity and precision

• Continuously identify areas for improvement to minimize repeat incidents

✅ What We’re Looking For:

• Strong analytical and problem-solving skills with the ability to assess complex technical issues

• Technical background or the capacity to understand technical environments (Windows OS, SDLC, etc.)

• Excellent communication skills, both verbal and written

• Proven ability to prioritize in a fast-paced environment and manage multiple priorities

• Familiarity with ITIL Foundation practices

• Experience writing both technical and non-technical RCA reports

• Strong organizational skills and high attention to detail

• Team player with a proactive and customer-centric mindset

• Ability to work independently and take full ownership of tasks

• Prior experience in a technical incident or service management role is a plus

🔧 Preferred Knowledge:

• Working knowledge of Windows Operating Systems (including XP)

• Understanding of the Software Development Life Cycle (SDLC)

• Experience with ITIL-based service management processes