IT Incident Manager (KYC)

Salary: 600 - 800 PLN/day on B2B

Work model: elastic hybrid from Gdynia / Gdańsk / Warszawa (at least 3 days per week from the office)

Why choose this offer?

• You can expect a flexible work organization
• The international work environment will give you the opportunity to interact with the English language on a daily basis
• Scandinavian organizational culture will provide you with work-life balance, you will gain time for additional training (financed by Jit)
• The Jit community will bring you a nice time during regular integration meetings

Project

You will be involved in a financial project focused on IT Incident Management in a complex, enterprise-scale environment, ensuring rapid service restoration and minimizing business impact.

Responsibilities you'll have

• Lead the end-to-end management of major IT incidents, ensuring rapid restoration of services and minimizing business impact while maintaining adherence to SLAs
• Coordinate technical bridge calls and virtual war rooms with infrastructure, application, L2/L3 support, and business teams
• Support and guide L2 and L3 support teams during incident resolution, including escalation management
• Own the incident lifecycle from detection through closure, including triage, prioritization, escalation, communication, and documentation
• Ensure structured and timely communication with business stakeholders, senior management, and technical teams
• Ensure incidents are handled within agreed SLAs and proactively manage risks of breaches
• Ensure incidents are properly recorded, categorized, and documented with timelines, root causes, and actions
• Prepare and present incident reports, statistics, trends, and improvement areas
• Drive post-incident reviews and follow-up on corrective and preventive actions
• Contribute to continuous improvement of incident management processes, standards, and runbooks

Expected competences and knowledge

• Several years of experience in IT Service Management, Incident Management, or similar roles in enterprise-scale environments
• Solid technical background in IT infrastructure and/or applications (e.g., containers, servers, databases, business-critical platforms)
• Experience supporting L2 and L3 teams, including escalation handling and technical guidance
• Strong analytical skills with the ability to prepare and interpret incident reports, metrics, and statistics
• Ability to ensure SLA compliance and manage expectations in case of potential breaches
• Familiarity with ITIL practices (Incident, Problem, Change Management)
• Experience with ITSM tools and monitoring/alerting platforms
• Excellent communication skills in English, both spoken and written
• Strong facilitation, collaboration, accountability, and stakeholder management skills

Technologies you'll work with

• ITSM tools (BMC Helix, Jira, Confluence or similar)
• Monitoring and alerting platforms
• IT infrastructure components (containers, servers, databases)
• Incident, Problem, and Change Management processes (ITIL)

Client – why choose this particular client from the Jit portfolio?

Jit Team has had an over-decade-long relationship with the leading financial group in the Nordic countries, and we are privileged to be our client's premier partner in Poland. At present, over 200 Jit personnel are engaged in the completion of more than 60 projects for this Norwegian major provider of financial services with a global presence and a strong focus on modern technology. Our customer's work atmosphere is epitomized by the Scandinavian culture, which is conducive to people who place emphasis on work-life balance and feedback culture. Furthermore, all projects are executed in international teams, giving constant exposure to the English language. 

About Jit Team

The Human factor of IT - it's not just a slogan, it's a philosophy. The foundation of Jit Team is people, which is why we prioritise you. We employ over 700 experienced experts. We create highly specialised teams for clients from all over the world. We offer team members developmental projects, a wide range of benefits and a proprietary professional development programme.

Behind our maxim are also charitable and educational activities. We support pupils and students by donating learning equipment. We offer internships to help launch careers in IT. We support water rescuers and hospitals by providing the necessary equipment. We are a Polish company and we share what we have achieved over 15 years of activity. By supporting indigenous initiatives, we ensure the circulation of good energy.