Major Incident Manager
warsaw, Warszawa
INFOPLUS TECHNOLOGIES
🚀 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