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TRCI-26-05325
Major Incident Manager / Major Incident Coordinator (ITIL)
Contract Major Incident Manager/Coordinator in Gdansk (6–8 years) to lead and coordinate major incidents end-to-end. The role chairs MIM bridge calls, drives cross-tower restoration activities across infrastructure and applications, manages escalations and stakeholder communications, tracks actions to resolution, and supports post-incident reviews and process compliance. Strong ITIL Incident/Major Incident process knowledge and hands-on experience running MIM calls are required; exposure to Problem/Change/Release Management and ITIL Foundation certification are preferred.
Position summary
- Location
- Poland
- Workplace
- On-site
- Employment
- Contract
- Experience
- Minimum 6 years and Maximum 8 years
Role overview
Why This Role Matters.
Contract Major Incident Manager/Coordinator in Gdansk (6–8 years) to lead and coordinate major incidents end-to-end. The role chairs MIM bridge calls, drives cross-tower restoration activities across infrastructure and applications, manages escalations and stakeholder communications, tracks actions to resolution, and supports post-incident reviews and process compliance. Strong ITIL Incident/Major Incident process knowledge and hands-on experience running MIM calls are required; exposure to Problem/Change/Release Management and ITIL Foundation certification are 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 facilitate Major Incident Management (MIM) bridge calls involving multiple support teams.
03
Act as the central point of coordination and communication during major incidents.
04
Ensure appropriate escalation and engagement of technical teams and stakeholders.
05
Track incident progress, action items, and recovery activities until resolution.
06
Manage cross-tower incidents and coordinate efforts across infrastructure, application, and support teams.
07
Provide timely incident updates to stakeholders and service owners.
08
Support post-incident reviews and contribute to continuous improvement initiatives.
09
Maintain incident documentation, reporting, and process compliance.
10
Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams as required.
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
Major Incident Manager
Required
07
Bridge call
Required
08
War room
Required
09
Escalation management
Required
10
Service Desk
Required
11
Problem Management
Required
12
Change Management
Required
13
Release Management
Required
14
Post-incident review
Required
15
PIR
Required
16
RCA
Required
17
Service restoration
Required
18
Stakeholder communication
Required
19
Cross-tower incident
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)
ITIL Incident Management process knowledge
Hands-on experience chairing/leading MIM bridge calls
Incident coordination across multiple support teams (cross-functional/cross-tower)
Escalation management and engagement of technical teams/stakeholders
Service Desk operations understanding
Stakeholder communication and status updates during incidents
Incident tracking (actions, timelines, recovery activities) to resolution
Incident documentation, reporting, and process compliance
Ability to operate in high-pressure/fast-paced environments
Organisational and coordination skills
Problem-solving skills
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 Manager / Major Incident Coordinator (ITIL)
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