IT Incident Manager (KYC)

Jit Team is a Polish company employing over 700 experienced experts, creating specialized teams for clients worldwide. They have a long-term partnership with a leading Nordic financial group, engaging over 200 personnel in more than 60 projects. The client emphasizes Scandinavian culture, work-life balance, and international teams with English language exposure.

• 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

• 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