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TRCI-26-05324
Major Incident Manager (ITIL)
Major Incident Manager needed on contract in Gdansk to lead end-to-end Major Incident Management for high-priority business and technical incidents in a large-scale IT environment. The role chairs MIM bridge calls, coordinates cross-tower technical teams and stakeholders, drives rapid service restoration, manages escalations and communications (including executive updates), performs incident trend analysis, raises problem records for recurring issues, supports RCA activities, and ensures ITIL process compliance and continuous improvement across Incident, Major Incident, Problem, and Change Management.
Position summary
- Location
- Poland
- Workplace
- On-site
- Employment
- Contract
- Experience
- Minimum 6 years and Maximum 8 years
Role overview
Why This Role Matters.
Major Incident Manager needed on contract in Gdansk to lead end-to-end Major Incident Management for high-priority business and technical incidents in a large-scale IT environment. The role chairs MIM bridge calls, coordinates cross-tower technical teams and stakeholders, drives rapid service restoration, manages escalations and communications (including executive updates), performs incident trend analysis, raises problem records for recurring issues, supports RCA activities, and ensures ITIL process compliance and continuous improvement across Incident, Major Incident, Problem, and Change Management.
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
Chair Major Incident Management (MIM) bridge calls, coordinating technical teams, business stakeholders, and leadership throughout the incident lifecycle.
03
Drive rapid service restoration while ensuring effective communication and escalation management.
04
Manage complex cross-tower incidents involving infrastructure, applications, and business services.
05
Perform incident trend analysis and identify recurring issues requiring Problem Management intervention.
06
Create and track problem records for recurring incidents and support root cause analysis activities.
07
Provide regular executive-level updates on incident status, impact, risks, and resolution progress.
08
Ensure compliance with ITIL processes and continuously improve Major Incident Management practices.
09
Collaborate with Service Desk, Change Management, Problem Management, and technical teams to improve service stability.
10
Produce incident reports, post-incident reviews, and service improvement recommendations.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ITIL
Required
02
Major Incident Management
Required
03
MIM
Required
04
Incident Management
Required
05
Problem Management
Required
06
Change Management
Required
07
Service Desk
Required
08
IT Service Management
Required
09
ITSM
Required
10
Escalation Management
Required
11
Bridge Call
Required
12
RCA
Required
13
Root Cause Analysis
Required
14
Post-Incident Review
Required
15
PIR
Required
16
Incident Trend Analysis
Required
17
Service Improvement
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 (end-to-end)
Chairing/leading major incident bridge calls
ITIL practices knowledge (Incident, Major Incident, Problem, Change Management)
Cross-tower/cross-functional incident coordination (infrastructure, applications, business services)
Escalation management and service restoration leadership
Service Desk operations understanding
Incident communications and stakeholder management (including senior/executive updates)
Incident trend analysis and continuous service improvement
Problem record creation and support for root cause analysis (RCA)
Ability to make decisions under pressure / remain calm in high-severity incidents
Preferred
Nice to Have
ITIL 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 Manager (ITIL)
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