Senior Incident Manager

Location: Hybrid from offices in Gdynia, Gdańsk, or Warszawa, with 3 days per week from the office.

Salary: 800–1,000 PLN/day on B2B.

Company

hirify.global is a Polish IT services company delivering specialized IT solutions through teams of experienced experts for clients worldwide. This role supports a leading Nordic financial services group through Jit’s long-term partnership in Poland.

What you will do

• Own the end-to-end Incident Management process across multiple services and platforms.
• Drive incident triage, prioritization, escalation, resolution, documentation, and closure.
• Lead incident bridge calls and war rooms while coordinating L2, L3, Development, Infrastructure, Business, and other stakeholders.
• Manage aging, stuck, unresolved, and major incidents; challenge unclear ownership and drive accountability.
• Monitor SLA compliance, operational governance, follow-up actions, and incident risks.
• Identify recurring incident patterns, collaborate with Problem Management teams, and prepare reports, KPIs, trend analyses, and management updates.

Requirements

• At least 5 years of experience in Incident Management or IT Service Management.
• Strong understanding of the complete incident lifecycle and practical knowledge of ITIL Incident, Problem, and Change Management.
• Experience supporting enterprise-scale and business-critical environments.
• Technical understanding of applications, infrastructure, integrations, APIs, databases, middleware, containers, and monitoring platforms.
• Experience coordinating L2, L3, Development, Infrastructure, and Business teams.
• Experience leading incident war rooms and triage calls, including escalations across multiple teams and organizational units.
• Strong stakeholder management, communication, analytical, and reporting skills.
• Experience with SLA management and operational governance.
• Excellent English communication skills.

Culture & Benefits

• Flexible work organization in a hybrid model.
• International work environment with daily English communication.
• Scandinavian organizational culture focused on work-life balance and feedback.
• Additional training financed by Jit.
• Regular integration meetings and access to the Jit community.
• Developmental projects and a professional development programme.