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 a Major 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

You’re 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. Here’s 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 don’t 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 don’t 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 elzbieta.latka-likh@assaabloy.com.

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 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, it’s 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 solutions. In return, we open doors for them wherever they go. With nearly 63,000 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, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

#LI-WGIE