IT Incident Manager

Role Overview

• Oversee end-to-end lifecycle of IT incidents to ensure minimal business disruption.
• Act as the single point of contact for incident communication across IT and business stakeholders.
• Ensure IT incidents are logged, categorized, prioritized, and resolved within agreed SLAs.
• Provide timely updates and post-incident reviews to stakeholders.
• Lead coordination during significant incidents, IT crises, emergency changes, and disaster recovery.
• Be part of the central IT operations team ensuring day-to-day stability and compliance.
• Work with the Process Owner to define and communicate process rules, workflows, roles, responsibilities, and accountabilities.
• Monitor and supervise effectiveness of IT operations and recommend improvements.
• Foster continuous improvement, innovation, and collaboration within the IT operations team.
• Contribute to team and company performance through networking, collaboration, and leading by example.

Requirements

• Strong communication, interpersonal, and analytical skills.
• Familiarity with ITSM tools (e.g., ServiceNow, JIRA), and experience managing high-priority incidents.
• Agile mindset and understanding of ITIL or similar service management frameworks.
• Experience with IT infrastructure, cloud computing, networking, software development, cybersecurity, and database management.
• Bachelor’s degree in Computer Science, Information Systems, or a related field; Master's is a plus.
• ITIL certification preferred.
• Willingness to work Regular business hours with the understanding that one week per month includes on-call duty, for which overtime pay is provided.
• Fluent English is required in spoken and written communication due to working on the Pan-Baltic level

Tech Stack

• Cloud
• Cyber Security
• ITSM
• ServiceNow

Benefits

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun
• Culture. You’ll be joining a team where things move fast, ideas flow freely, and change is part of the everyday. It’s a dynamic environment that keeps you learning, growing, and never bored
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor's note needed
• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life
• Professional growth. Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc
• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor