Incident Manager (Banking)

Location: Hybrid, with a minimum of 60% office presence in Gdańsk, Gdynia or Warsaw, Poland.

Rate: up to 135 PLN/h on a B2B contract.

Company

hirify.global is a recruitment and consulting company providing HR and IT services, including project-based and permanent opportunities for clients in Poland and abroad.

What you will do

• Own the end-to-end incident portfolio, manage the backlog, track aging and stuck incidents, and drive actions, ownership and deadlines through to completion.
• Identify and escalate SLA risks, breaches, unclear ownership, recurring patterns, dependencies and issues requiring management or cross-team decisions.
• Lead incident triage calls, coordinate L2, L3, Development, Business, Infrastructure and other teams, and facilitate resolution across organisational boundaries.
• Distinguish incidents requiring immediate technical attention from cases requiring Problem Management, structural remediation or management escalation.
• Prepare, interpret and present incident KPIs, trends and operational metrics to senior management and business stakeholders.
• Maintain accurate incident tracking and identify process weaknesses and recurring patterns to improve prevention and resolution efficiency.

Requirements

• Several years of hands-on IT Service Management or Incident Management experience in a complex, enterprise-scale IT environment, preferably supporting business-critical applications and services.
• Strong understanding of the end-to-end incident lifecycle, including identification, prioritisation, triage, escalation, resolution, SLA management, closure and follow-up.
• Solid technical background across applications and infrastructure, including application services, APIs and integrations, containers, servers, databases, middleware and monitoring.
• Practical experience coordinating L2, L3, Development, Business, Infrastructure and other teams during incident resolution.
• Good understanding of ITIL practices, particularly Incident, Problem and Change Management, including their connection to root-cause analysis and corrective actions.
• Strong practical experience with ITSM and work-management tools, preferably BMC Helix, Jira, Confluence and Excel, or equivalent enterprise tools.
• Ability to consolidate incident information from different tracking systems and maintain a consistent view of status, ownership, actions and dependencies.
• Excellent spoken and written English.
• Confident communication with senior management, business stakeholders and technical teams, adapting technical detail to the audience.
• Strong facilitation, ownership, accountability, follow-through, organisation and prioritisation skills, including management of a large portfolio of concurrent incidents and actions.
• Ability to work effectively in a high-pressure production environment when multiple critical topics compete for attention.

Nice to have

• Experience with monitoring and alerting platforms for proactive identification and management of production issues.

Culture & Benefits

• Hybrid work model with at least 60% office presence.
• Full-time schedule of 40 hours per week.
• B2B cooperation agreement directly with hirify.global as the recruitment and contracting party.
• Opportunity to support a global banking-industry client in a business-critical IT environment.