Incident Manager

Location: Warsaw, PL

Who we are

For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 2,500+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds in general.

While striving to deliver client value, we believe it is vital to consider our people and our planet in every business decision we make. Acting responsibly is not optional. It is essential.

Why this role is important to us

As an Incident Manager, you will define the execution of ITIL principles as a process framework that both SimCorp and the client agree as fit-for-purpose.  Operationally deploy processes that are sustainable, consistent, and standard in a way that meets service goals/targets (e.g., SLA metrics).  In this role, you will be expected to do both hands-on tasks and involvement in the continuous evolution of service operational practices.  You will develop the day-to-day operational requirements that are needed to fix incidents, complete maintenance, and release changes, in close cooperation with hosting providers e.g. Kyndryl (part of IBM). You will own the vendor relationship and work externally to plan and coordinate needed activities to maintain a stable environment.

As an Incident Manager, you will bring value by focusing on the operational execution of standard ITIL practices, like:

  • Managing operational continuity:  Manage risks that could impact services by assigning and deploying capacity to meet day-to-day tasks (e.g., incidents, service requests, and change release)

  • ITIL process ownership:  Defines and maintains the principles, policies and practices applied through a set of well-described process frameworks. 

  • Vendor manager: Ensures that the hosting partner can provide the minimum agreed service commitments and manages the escalation to the vendor for items that require immediate action.

  • Critical incident management:  Runs the bridge and secures necessary resources in fixing an incident to restore services/availability.  Coordinates communication through regular updates.  Prepare the PIR and RCA as the Problem Manager. 

  • Growing relationships:  Partners with Operations Delivery Manager, works with hosting providers (vendor management) and collaborates across the organization.

  • Managing operations portfolio: Prioritize all operational activities by maintaining a forward-looking view of plans for the next 12 to 18 months. 

  • Promoting ITIL awareness:   Share information that leads to increased awareness about ITIL.  Including training and presentation to the organization of plans, challenges, and opportunities.   Develops KBA and maintains RAID log.

What you will be responsible for

  • Designing and promoting ITIL process across global operations

  • Operationalized agreed governance with the client (e.g., critical incident process)

  • Management of vendor’s performance (e.g., incidents, changes, and problems)

  • Orchestrate planning and deployment of resources

  • Being Single-Point-of-Escalation for daily operational matters

  • Good collaboration with peers

What we value

  • Significant experience in operational accounts with mission-critical services

  • ITIL certification or practical experience with the design, implementation, and use of ITIL

  • Critical and independent thinker; but is also collaborative and values team engagement

  • Proactiveness and ownership of assigned areas

  • Experience in working in global organizations.

What we offer

  • Flexible working hours and a hybrid working model 

  • Employment based on a regular contract or B2B

  • Private medical care (Medicover) 

  • Sharing the costs of sports activities (Multisport Card) 

  • Life insurance 

  • Possibility of developing your career in an international environment 

  • Professional training and courses 

  • Language classes 

  • Integration events and charity projects 

Next steps

Please click below to apply or get in touch with Kristina Manukyan (, Global Talent Acquisition Partner to learn more about the role and what SimCorp can offer.

Applications are continuously assessed, so please send your CV in English as soon as possible.

If you are interested in being a part of SimCorp but are not sure this role is a suitable role, submit your CV anyway.