TMPL is looking for an experienced Major Incident Manager, who has proved experience dealing with P1 and P2 incidents. The successful Major Incident Manager will use business/technology knowledge to rapidly execute the Major Incident Management Procedure for all P1/P2 incidents in order to mitigate impact and reduce the Mean Time to Resolve (MTTR).

Responsibilities:

• Engage on all Major Incidents and establish the capabilities to resolve Major Incident and restore service as fast as possible,
• Establish and maintain customer updates during the incident according defined channels as well as be responsible for providing Management communications via mobile messaging and email,
• Gather appropriate resources (Management and Technical) and if applicable customer representatives and subject matter experts into the Major Incident Resolution Team,
• Compile and distribute Major Incident Reports within agreed timescales,
• Help manage escalation notification and rapid communications to all senior executives and stakeholders.

Requirements:

• Ability to speak English (minimum B1-B2 level),
• Previous experience running incidents / situations / crisis events in a large, complex enterprise environment,
• ITIL awareness, ideally be ITIL certified,
• Excellent telephone, oral communication skills, strong verbal and written Polish
• Command & Control presence,
• Ability to work under pressure,
• Self-driven and proactive approach.