Senior Lead Incident Manager (IT Infrastructure)

TL;DR

Senior Lead Incident Manager (IT Infrastructure): Leading and coordinating the resolution of major critical incidents across IT infrastructure environments with an accent on technical coordination and stakeholder communication. Focus on conducting root-cause analysis, ensuring SLA compliance, and driving continuous process improvements.

Location: Remote from Slovakia

Salary: Base salary from 1,800€ gross

Company

A leading ICT services provider and a founding member of the Košice IT Valley, employing over 3,900 people in Slovakia.

What you will do

• Qualify, validate, and lead the escalation and de-escalation of major critical incidents (CBI High/Critical).
• Lead technical conference calls and coordinate incident resolution to achieve KPIs and SLAs.
• Create and distribute structured communications to key stakeholders to keep them informed of resolution progress.
• Initiate root-cause analysis by providing detailed information to Problem Management.
• Generate incident reports and summarize main facts within the RCA documentation.
• Propose process improvements and drive a continuous improvement culture to enhance productivity and quality.

Requirements

• Proven experience in managing and supporting IT infrastructure environments (Windows, Linux, Storage & Backup, Cloud, etc.).
• English and German proficiency at B2 level.
• Detailed knowledge of ITIL, specifically Service Operation (INM, PRM, CHM).
• Experience in leading projects and motivating others.
• Strong coordination skills for managing complex IT technical investigations.
• Must be based in Slovakia due to European taxation regulations.

Culture & Benefits

• Comprehensive work-life balance portfolio to promote physical and mental well-being.
• Financial benefits and variable compensation.
• Dedicated budgets for learning and professional development.
• Health, sports, and family-oriented benefits.
• Flexible environment focused on reconciling career growth and private life.