Posted today
Incident Manager
AI Summary
Leads end-to-end response to P1 and major incidents for a global cloud services organisation, coordinating resolver groups, vendors and stakeholders to restore service quickly. Owns incident records, communications, post-incident reviews and continuous improvement.
About this role
SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.
The role
- Keen to lead the end-to-end response to incident escalations and major incidents?
- Want to work alongside highly skilled technical specialists and business leaders to ensure service resilience?
- Do you want to play a pivotal role in service delivery, maintaining operational excellence across a global cloud services organization?
Practical Information
Location: Bucharest, Romania | Reports to: Service Assurance Manager | Work Arrangement: Hybrid | Visa Requirements: Visa requirements for Romania | Language Requirements: English | Learn more: softwareone.com
As our new Incident Manager, you will lead the end-to-end response to incident escalations and major incidents, coordinating cross-functional teams to restore customer services quickly and safely. You will apply expertise in IT Service Management, ServiceNow, and multi-cloud operations while partnering with technical resolver groups, vendors, service delivery teams, customers, and executive stakeholders across EMEA. Your work will strengthen service resilience, governance, and continuous improvement for mission-critical customer environments.
Key Responsibilities
- Own P1, Severity A, and business-critical incidents from validation and declaration through full service restoration
- Lead Major Incident bridge calls, coordinate resolver groups and specialist resources, and remove risks or roadblocks
- Develop and deliver accurate incident communications for customers, executives, service delivery teams, and operational stakeholders
- Engage Microsoft, AWS, and other strategic vendors, manage technical escalations, and track accountability during major incidents
- Maintain incident records in SWODP ServiceNow and produce timelines, Major Incident Reports, executive summaries, and SLA or OLA reporting
- Facilitate post-incident reviews and root cause analysis, track corrective actions, and feed service improvements into the CSI process
What we need to see from you
- Several years' experience in IT Service Management, Incident Management, or Cloud Operations, including managing Major Incidents
- Experience coordinating geographically distributed technical teams in high-pressure operational environments
- Understanding of Microsoft Azure, Microsoft 365, AWS, or multi-cloud platforms
- Customer-facing and executive communication skills, with sound stakeholder management, prioritization, conflict resolution, and decision making
- ITIL Foundation certification, with v4 or v5 preferred
- Adaptability, critical thinking, attention to detail, and a customer-centric mindset
- Advantageous if you have
- ITIL Managing Professional
- Microsoft Azure Certification
- AWS Certified Cloud Practitioner or higher
- ServiceNow Certification
- SIAM Foundation
- PRINCE2 or Agile Foundation
What we offer
Our company benefits vary based on your location, but always include:
- Global company culture: We defined our 6 core values through our company culture (https://www.softwareone.com/en/our-story/our-values)
- A mentor who supports your successful start and is at your side with advice and action
- President’s Club: Recognition awarded by leadership and your peers
- Lifelong education: A variety of training and development opportunities
- Hire to Grow: We optimize our internal structures and feedback culture constantly to be your Employer of Choice, today and in future
Job Function
Services
Skills
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