Senior IT Process Manager (Major Incident & Problem Management)​ | f/m/d

About Us

ERGO Technology & Services S.A. (ET&S), a member of the Munich Re and ERGO Group, is delivering integrated IT and business services to international markets. Our expertise lies in providing advanced IT services, with a focus on modern, business-driven technology solutions. On the business side, we also support the Group in various end-to-end insurance processes, including finance, operations, and underwriting. With offices in Warsaw and Gdansk, and strong global partnerships, we foster a dynamic, multicultural environment that promotes diversity and international opportunities.

How you will get the job done

• coordinating the restoration of critical IT services through effective Major Incident Management processes and task force leadership
• managing the classification, prioritization and documentation of major incidents in accordance with global process guidelines
• monitoring incident and problem records to identify delivery issues, mitigation actions and service improvement opportunities
• managing and analyzing operational metrics, SLA performance and KPI trends from a customer and user perspective
• delivering real-time communication and updates to senior stakeholders during major incidents
• proactively identifying performance deterioration and driving preventive actions to improve service resilience
• leading root cause analysis activities and tracking implementation of permanent fixes and service improvements
• collaborating with Service Owners, Application Owners, IT providers and Global Process Owners to improve service performance and operational effectiveness
• preparing service reports, incident statistics and problem management analyses for operational reviews and governance purposes
• defining requirements for monitoring, reporting and operational management capabilities across IT systems and applications in cooperation with architecture and engineering teams

Skills and experience you will need

• fluency in English (minimum C1 level)
• university degree in Information Technology, Business Information Management or a related field
• extensive experience in Major Incident Management and Problem Management within a global IT environment
• practical knowledge of ITIL processes and service management best practices
• experience in stakeholder management and communication in high-pressure operational environments
• experience working with external service providers and cross-functional IT teams
• practical project management experience
• strong analytical, planning and organizational skills
• ability to work effectively in a global, matrix-oriented environment

Nice to have

• ITIL Managing Professional certification (ITIL Foundation V4 required, Managing Professional desirable)
• experience with Change Management processes
• IT application development or software engineering background
• experience in Service Integration and Management (SIAM) environments