{"id":3274396,"url":"https://alion.io/job/optiveum-incident-manager","title":"Incident Manager","company":{"id":685848,"name":"Optiveum","domain":"optiveum.com","url":"https://alion.io/company/optiveum","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warsaw, Poland","Gdańsk, Poland","Gdynia, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":null,"max":135,"currency":"PLN","period":"hour","gross":null,"usd_annual":68000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-10-26T10:05:04Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-29T10:42:24Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Incident Manager\nAbout the Offer\nWe are currently looking for an Incident Manager to join the team of our global client from the banking industry. For this role, Optiveum is the recruitment and contracting party, which means you will sign the cooperation agreement directly with us.\nYou will drive end-to-end incident management and operational governance across a complex, business-critical IT environment. The role requires strong ownership, analytical capability and technical understanding.\nKey Details:\nRate: up to 135 PLN/h (B2B)\n\nWork Model: Hybrid, min. 60% office presence, full-time (40h/week)\n\nLocation: Gdańsk, Gdynia or Warsaw\n\nResponsibilities:\nIncident ownership and operational governance\nTake end-to-end ownership of the incident portfolio, not only individual high-priority incidents, ensuring continuous traction of open, aging and stuck cases\n\nActively manage the incident backlog, identify cases without sufficient progress, challenge unclear ownership and drive responsible teams toward resolution\n\nIdentify and escalate aging and stuck incidents, SLA risks and breaches, incidents without clear ownership, recurring patterns, blocking dependencies and cases requiring management attention or cross-team decisions\n\nEstablish clear follow-up actions, owners and deadlines, and track agreed actions to completion\n\nDistinguish between incidents requiring immediate technical attention and cases requiring Problem Management, structural remediation or management escalation\n\nTriage and coordination\nLead incident triage calls, bringing together the right technical and business teams, establishing ownership and keeping focus on concrete actions and resolution\n\nFacilitate discussions between multiple teams when the root cause or ownership is initially unclear\n\nManage escalations across organisational boundaries and ensure critical dependencies receive appropriate attention\n\nReporting, analytics and management communication\nPrepare, interpret and present incident KPIs, trends and operational metrics\n\nExplain the nature and business impact of major incidents at a high level to senior management and business stakeholders\n\nMaintain a reliable incident tracker and management overview, consolidating information from multiple sources and keeping reporting data accurate and up to date\n\nDrive operational improvement by identifying recurring patterns, process weaknesses and areas where incidents can be prevented or resolved more efficiently\n\nRequirements:\nSeveral years of hands-on experience in IT Service Management / Incident Management within a complex, enterprise-scale IT environment, preferably supporting business-critical applications and services\n\nStrong understanding of the end-to-end incident lifecycle: identification, prioritisation, triage, escalation, resolution, SLA management, closure and follow-up\n\nSolid technical background across applications and infrastructure (application services, APIs and integrations, containers, servers, databases, middleware, monitoring), enough to discuss with and challenge technical teams\n\nPractical experience coordinating L2, L3, Development, Business, Infrastructure and other teams during incident resolution\n\nGood understanding of ITIL practices, particularly Incident, Problem and Change Management, and their link to root-cause analysis and corrective actions\n\nStrong practical experience with ITSM and work-management tools, preferably BMC Helix, Jira, Confluence and Excel, or equivalent enterprise tools\n\nAbility to work with incident information spread across different tracking systems and keep a consistent end-to-end view of status, ownership, actions and dependencies\n\nExcellent spoken and written English\n\nConfident communication with senior management, business stakeholders and technical teams, adjusting technical detail to the audience\n\nStrong facilitation skills, keeping discussions fact-based, action-oriented and focused on resolution\n\nStrong sense of ownership, accountability and follow-through, with a proactive mindset\n\nWell organised and able to manage a large portfolio of concurrent incidents and follow-up actions\n\nComfortable in a high-pressure production environment and able to prioritise when several critical topics compete for attention\n\nNice to have:\nExperience with monitoring and alerting platforms supporting proactive identification and management of production issues","description_format":"text","description_chars":4388,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-26T13:28:11Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely 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