GERMAN SPEAKING MAJOR INCIDENT MANAGER

ABOUT THE COMPANY

LITIT, a joint venture between NTT DATA and Reiz Tech, is a company with deep-rooted industry know-how, dedicated to innovation within the IT sector. Its primary focus is delivering high-quality solutions in the DACH region. With a commitment to excellence, LITIT combines the best of German precision, Japanese work ethics, and Lithuanian talent to provide unparalleled IT service and support to its clients.

ABOUT THE CLIENT

Our client is a well-established international company in the financial services sector, recognized for its reliability, innovation, and customer focus. They operate across several European markets, offering a wide range of financial and mobility-related products. The organization places strong emphasis on quality, compliance, and customer satisfaction, ensuring that every interaction reflects their brand values.

ABOUT THE ROLE

The Major Incident Manager (MIM) is responsible for the end-to-end coordination, leadership, and control of Major Incidents that cause significant disruption to business or IT services. Acting as the Single Point of Contact (SPOC) during critical situations, the MIM ensures rapid service restoration, clear stakeholder communication, and process-compliant execution from incident identification through resolution and post-incident follow-up. The role is coordination-focused and does not perform system operations, but leads and orchestrates all involved technical and business teams.

RESPONSIBILITIES

Major Incident Coordination:

• Lead and coordinate the response to all Major Incidents, including simultaneous incidents, ensuring effective and efficient resolution.
• Assess, validate, and approve Major Incident declarations, escalations, de-escalations, and demotions.
• Maintain overall ownership and accountability for the Major Incident lifecycle.

Incident Assessment & Decision Authority:

• Evaluate business impact, urgency, and risk to determine prioritization and recovery strategy.
• Authorize and initiate all necessary actions required to restore services, including emergency measures.
• Trigger hierarchical escalations and involve executive or escalation management when required.

Communication & Stakeholder Management:

• Organize and moderate Major Incident Conferences (MICs), bridge calls, and task forces.
• Ensure transparent, timely, and consistent communication to IT, business stakeholders, customers, and management.
• Define and execute ad-hoc communication plans during critical incidents.

Process Compliance & Documentation:

• Ensure adherence to Major Incident Management processes, escalation rules, and regulatory requirements.
• Oversee accurate and complete ticket documentation and incident records.
• Declare formal incident closure once service restoration is confirmed.

Post-Incident Activities:

• Lead or contribute to post-incident reviews, root cause handover, and lessons learned.
• Ensure structured handover to Problem Management and Change Management.
• Identify and document process improvement opportunities to enhance service stability.

REQUIREMENTS

• Strong decision-making ability under pressure
• Excellent communication, moderation, and stakeholder management skills
• High level of process discipline and risk awareness
• Ability to lead cross-functional teams without direct authority
• Analytical mindset with focus on service stability and continuous improvement

• Proven experience in Incident Management, Major Incident Management, or IT Service Management
• Strong understanding of ITIL-based processes
• Experience working in high-availability or regulated environments is an advantage
• Familiarity with ITSM tools (e.g., ServiceNow or equivalent)
• Proficiency in German (C1 Level)

• Willingness and readiness to travel as required by project or client needs is expected. This may include occasional domestic or international travel, sometimes on short notice.

WHAT WE OFFER

• Learning opportunities with compensated certificates, learning lunches, and language lessons.
• Chance to switch projects after one year.
• Team building twice a year.
• Office in Vilnius, Lithuania that offers themed lunches and a pet-friendly environment.
• Remote work opportunities.
• Flexible time off depending on a project.
• Seasonal activities with colleagues.
• Additional health insurance and loyalty days for Lithuanian residents.
• Referral bonuses.
• Recognition of important occasions of your life.