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TRCI-26-05323
Major Incident Coordinator (ITIL)
Major Incident Coordinator needed on contract in Gdansk with 2–4 years’ experience coordinating and driving resolution of business-critical IT incidents. The role leads Major Incident Management bridge calls, coordinates multiple technical teams/service towers, manages escalations, and provides clear stakeholder communications until service restoration. You will maintain accurate incident records, facilitate post-incident reviews, support root cause analysis, and collaborate with Service Desk, Problem, Change, and Release teams to improve service stability. Strong ITIL Incident/Major Incident process knowledge is required; ITIL Foundation is preferred.
Position summary
- Location
- Poland
- Workplace
- On-site
- Employment
- Contract
- Experience
- Minimum 2 years and Maximum 4 years
Role overview
Why This Role Matters.
Major Incident Coordinator needed on contract in Gdansk with 2–4 years’ experience coordinating and driving resolution of business-critical IT incidents. The role leads Major Incident Management bridge calls, coordinates multiple technical teams/service towers, manages escalations, and provides clear stakeholder communications until service restoration. You will maintain accurate incident records, facilitate post-incident reviews, support root cause analysis, and collaborate with Service Desk, Problem, Change, and Release teams to improve service stability. Strong ITIL Incident/Major Incident process knowledge is required; ITIL Foundation is preferred.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
02
Lead and chair Major Incident Management (MIM) bridge calls, driving resolution activities across multiple support teams.
03
Act as the central point of communication during critical incidents, providing regular updates to stakeholders and leadership.
04
Manage cross-functional and cross-tower technical teams to identify workarounds and restore services within agreed timelines.
05
Ensure incident escalations are handled effectively and in accordance with defined processes.
06
Monitor incident progress, track actions, and drive accountability until full resolution.
07
Facilitate post-incident reviews and support root cause analysis activities.
08
Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams to improve service stability.
09
Maintain accurate incident records, documentation, and reporting.
10
Identify trends and recommend process improvements to reduce service disruptions.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ITIL
Required
02
Incident Management
Required
03
Major Incident Management
Required
04
MIM
Required
05
Major Incident Coordinator
Required
06
Service Desk
Required
07
Escalation
Required
08
Bridge call
Required
09
Post Incident Review
Required
10
PIR
Required
11
Root Cause Analysis
Required
12
RCA
Required
13
Problem Management
Required
14
Change Management
Required
15
Release Management
Required
16
Operational support
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
Major Incident Management (MIM)
Incident Management (ITIL)
Leading/chairing major incident bridge calls
Cross-functional coordination across multiple technical teams/service towers
Escalation management
Service Desk operations knowledge
Stakeholder communication during incidents (regular updates to leadership)
Incident tracking, documentation, and reporting
Post-incident review facilitation
Problem-solving and decision-making under time pressure
Preferred
Nice to Have
Problem Management knowledge
Change Management knowledge
Release Management knowledge
ITIL Foundation certification
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for Major Incident Coordinator (ITIL)
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