Major 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 operate and execute incident and problem management, which may also give rise to change management.

These processes are executed within both ITIL and other industry standard processes and principles. Operationally you use processes that are sustainable, consistent, and standard in a way that meets service objectives/targets (e.g., SLA metrics). 

The Incident Manager is both hands-on and is also involved in the continuous evolution of service operational practices. You will have and intimate understanding of PaaS Incident Management process, procedures and tasks.

The Incident Manager is also articulate, able to describe challenges to audiences of all levels, able to plan and exercise sound judgment when managing client risk.

What you will be responsible for

  • Coordination and promotion of critical and other problem management processes across global operations.

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

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

  • Orchestrating planning and deployment of resources to mitigate a specific problem.

  • Single-Point-of-Escalation for daily operational matters concerning incident and problem management.

  • Ensuring that the hosting partner can provide the minimum agreed on service commitments and managing the escalation to the vendor for items that require immediate action.

  • Running the bridge and securing necessary resources in fixing an incident to restore services/availability in the event of a critical incident.

  • Monitoring the communication through regular updates. Preparing the PIR and RCA as the Problem Manager. 

  • Partnering with Operations Delivery Manager, working with hosting providers (vendor management), collaborating across the organization.

  • Sharing information that leads to increased awareness about ITIL, and other change and problem management processes being used in PaaS. This includes training and presentation to the organization of plans, goals, and opportunities.  Contributes to both the knowledge base and the RAID log.

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.

  • A commitment to building a collaborative and open culture.

What we offer

  • Hybrid or remote working model 

  • Working hours: 8 am - 4 pm

  • 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 (kristina.manukyan@simcorp.com), 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.

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