Incident Manager

Are you passionate about managing critical incidents and ensuring business continuity in complex IT environments If so we have an exciting opportunity for you. Group IT is looking for aMajor Incident Manager to join our Service Management Office in Kraków

What you would do as our Major Incident Manager

You will act as a central point of coordination during high-severity incidents ensuring rapid restoration of critical services while minimizing business impact. You will collaborate closely with technical teams vendors and business stakeholders across the organization to drive efficient resolution and transparent communication.

You would also:

Take end-to-end ownership of major incidents from detection through resolution and closure.

Facilitate real-time collaboration across teams and ensure clear timely communication.

Assess business impact prioritize actions and drive escalation when necessary.

Ensure adherence to incident management processes SLAs and governance standards.

Lead post-incident reviews including root cause analysis and continuous improvement initiatives.

The skills and experience you need

We are looking for someone who has:

3-5 years of experience in IT Service Management Incident Management or similar roles.

Hands-on experience managing major incidents in large-scale or global environments.

Strong knowledge of ITIL processes particularly Incident and Major Incident Management.

Experience with service management tools such as ServiceNow.

High -level technical understanding of IT infrastructure applications networks and cloud environments.

Excellent communication skills in English (written and spoken).

Ideally you also have experience with:

Crisis communication and stakeholder management at different organizational levels.

Vendor management and SLA-driven environments.

Working with monitoring tools CMDB and service health dashboards.

Agile or modern IT operating models.

Who are you

Youre a proactive and resilient individual who stays calm under pressure and can make informed decisions quickly even with incomplete data. As a natural leader you take ownership of incidents and guide teams through complex situations with confidence and clarity.

You thrive in cross-functional environments value collaboration and communicate with empathy and transparency. You are structured analytical and continuously look for ways to improve processes and prevent future incidents.

What we offer

We are committed to providing opportunities for growth and development. Heres what we offer:

Learning and career development opportunities.

A dynamic and collaborative work environment.

Competitive salary and benefits package.

Opportunity to work in a global IT organization.

The chance to make a real impact on service reliability and customer experience.

We review applications regularly so dont wait

We are building diverse inclusive teams and encourage applications from everyone who can see themselves working with us. Just set up your profile and apply here.

To make sure your personal data is safe we dont look at any applications sent by email or post. If you have any questions about the role or the process email Elżbieta Łątka-Likh Talent Acquisition Business Partner at

We are the ASSA ABLOY Group

Our people have made us the global leader in access return we open doors for them wherever they go. With nearly 63000 colleagues in more than 70 different countries we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer more secure and easier to access.

As an employer we value results not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally.

As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.

We are the ASSA ABLOY Group
Our people have made us the global leader in access return we open doors for them wherever they go. With nearly 63000 colleagues in more than 70 different countries we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer more secure and easier to access.

As an employer we value results not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally.

As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.

#LI-WGIE