Major Incident Coordinator SME

We are looking for an experienced Major Incident Coordinator (SME) to join our Service Management team.

Location & Work Model:

We are currently looking for candidates based in Gdańsk .
• Preferred: 5 days per week from the office
• Flexible option : 2–3 days per week on-site
• Warsaw may also be considered

• B2B Contract

Key Responsibilities

• Coordinate and manage Major Incidents to ensure timely restoration of critical business services.

• Lead and facilitate Major Incident Management (MIM) bridge calls involving multiple support teams.

• Act as the central point of coordination and communication during major incidents.

• Ensure appropriate escalation and engagement of technical teams and stakeholders.

• Track incident progress, action items, and recovery activities until resolution.

• Manage cross-tower incidents and coordinate efforts across infrastructure, application, and support teams.

• Provide timely incident updates to stakeholders and service owners.

• Support post-incident reviews and contribute to continuous improvement initiatives.

• Maintain incident documentation, reporting, and process compliance.

• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams as required.

Key Requirements

• 6-8 years of experience in Incident Management or Major Incident Management.

• Strong knowledge of ITIL Incident Management and Major Incident Management processes.

• Proven experience as a Major Incident Coordinator with hands-on experience chairing MIM calls.

• Experience managing complex cross-functional and cross-tower incidents.

• Good understanding of Service Desk operations and escalation management.

• Strong stakeholder management and communication skills.

• Ability to work effectively in a fast-paced, high-pressure environment.

• Strong organisational, coordination, and problem-solving skills.

• Knowledge of Problem Management, Change Management, or Release Management is an advantage.

• ITIL Foundation certification is preferred.

✔️ Benefits:

• Opportunity to work on an international project

• Professional growth and development opportunities

• Collaborative and dynamic working environment

• Long-term cooperation opportunity

• Flexible hybrid work model

  If you’re interested and meet the qualifications, please send your CV to Alina Pchelnikova at Wyświetl e-mail na rocketjobs.pl .