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HEINEKEN
ITSM Major Incident Manager
Join HEINEKEN as an ITSM Major Incident Manager in Kraków. Leverage ServiceNow skills to manage major incidents, improve processes, and ensure quality communication. ITIL V3/4 preferred.
Direct Hire
Mid-Level
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
Incident Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
September 29, 2025
HEINEKEN is seeking a dedicated ITSM Major Incident Manager to join their ITSM Integrated Service Management Team. The role focuses on executing Major Incident Management processes, coordinating critical incidents, and ensuring adherence to standards while collaborating with the team to identify continuous process improvements. This is a B2B contract role focused on working weekends within standard business hours.
Requirements
- Execute ITSM Major Incident Management Process
- Oversee the entire lifecycle of Major Incidents from identification to resolution
- Facilitate and lead bridge calls during Major Incidents
- Ensure high-quality updates in ServiceNow and effective communication with stakeholders
- Work with various stakeholders to adapt processes and adhere to standards
- Validate escalation paths, knowledge articles, and procedures
- Deliver Post Incident Review (PIR) after major incident resolution
- Collaborate with Problem Managers on RCA investigation
- Deliver Post-incident review post resolution
- Identify process improvement ideas
- Provide training and process guidance
Benefits
- Salary
Requirements Summary
Bachelor’s degree or equivalent work experience. 3+ yrs of IT Service Management in a global corporate environment. 2+ yrs major incident management experience. ITIL V3/4 Foundation Level knowledge
