Technology & Operations - Incident & Problem Coordinator
Incident & Problem Coordinator
About the role
We are looking for a future focused Incident & Problem Coordinator who will play a key role in strengthening the reliability and resilience of Banqsoft’s mission critical SaaS services.
This role goes beyond traditional incident coordination — it supports our shift toward preventive, data driven and continuously improving operational ways of working, fully aligned with Banqsoft’s future capability needs.
You will work closely across engineering teams, SaaS platforms, business stakeholders and external vendors, using a coordinative, facilitative and structured mindset. Your work will help ensure service stability today while reducing recurring issues tomorrow — always with customer impact and quality at the center.
What do we do and how your role would fit into it end-to-end Incident Coordination & Ownership
Lead P2 and complex P3 incidents end-to-end
Run war rooms and coordinate technical teams across functions and vendors
Ensure clear, timely and structured communication to stakeholders throughout incidents
Problem Management & Long Term Stability
Facilitate root cause analyses (RCAs) and post incident learning
Track corrective and preventive actions to completion
Identify incident trends and systemic weaknesses across platforms and services
Support prioritization of long-term fixes over repeated short-term reactions
Data Driven & Preventive Operations
Use incident data and reporting to highlight patterns, risks and improvement areas
Contribute to more proactive and preventive operational practices
Support regular incident and problem review forums with clear insights and outcomes
Collaboration, Governance & Continuous Improvement
Work closely with engineering, operations, service management and product teams
Support structured incident/problem management processes across teams and countries
Help strengthen operational maturity, consistency and transparency
What you bring
Required
2–5 years of experience in Incident Management, Problem Management, operations, technical support or similar roles
Solid understanding of SaaS environments, monitoring and change processes
Strong communication, facilitation and coordination skills — especially under pressure
Ability to bring structure and clarity to complex and time critical situations
ITIL Foundation certification
Nice to have
Experience contributing to service reliability, operational governance or resilience initiatives
Exposure to RCA facilitation, trend analysis or incident reporting
Interest in preventive operations and continuous improvement practices
Why join us?
High impact role influencing service stability and customer trust across the organization
Opportunity to work closely with engineering, operations and product teams
Clear growth path toward senior coordination roles, service management, SRE adjacent roles or operational governance
A role for people who enjoy bringing structure to complexity and improving how work is done — not just reacting to issues
If you thrive in dynamic environments and want to shape how incident and problem management evolves in a modern SaaS organization — we would love to hear from you.
- Department
- Technology & Operations
- Role
- Incident & Problem Coordinator
- Locations
- Gdansk
- Remote status
- Hybrid
- Employment type
- Full-time
