Global Incident/Problem Manager

This is a senior operational role combining Incident Manager and Help Desk Manager responsibilities. The person will act as the main point of ownership for Incident Management, including process definition, escalation handling, and service quality improvement.

What we offer:

• B2B Contract

• Flexible rate

• 3 days in office Krakow, 2 days from home

Main Responsibilities

• Act as Incident Manager and Help Desk Manager

• Manage and oversee Level 1 support, including:

  • Handling and monitoring incoming incidents

  • Ensuring proper escalation from L1 to Level 2 when required

• Coordinate incident resolution with:

  • Application support teams

  • AMS provider

• Own and manage the Incident Management process

• Serve as Process Owner, responsible for governance and continuous improvement

• Define and implement best practices using ServiceNow

• Ensure high-quality incident handling and SLA adherence

Key Requirements

• Proven experience in incident management

• Strong leadership and management skills

• Excellent communication and collaboration abilities

• Experience with ServiceNow or similar Incident Management tools

• Knowledge of SLA management

• Ability to perform under pressure

Nice to Have

• ITIL certification

• Experience with Level 2 support

• Knowledge of application support processes

• Previous experience with process improvement initiatives

Other Details

This role involves oversight responsibilities and budget management within the incident management domain. The position also supports organizational growth and includes participation in team expansion efforts.