Major Incident Manager

Summary

Join Eurofins Scientific as a Major Incident Manager & Post Incident Report Manager, leading responses to high-impact IT incidents across 300+ global instances. You will coordinate incident resolution, communicate with stakeholders, and drive service improvements through post-incident reviews and reporting. This role requires strong ITIL knowledge, excellent communication skills, and experience with ITSM tools. Eurofins offers a competitive salary, bonus, benefits, training, and a dynamic work environment. Remote work is available in Romania. The company is committed to diversity, equity, inclusion, and sustainability.

Requirements

• Proven experience in IT incident management, service management, and problem management roles
• Strong understanding of ITIL framework (ITIL certification preferred)
• Excellent communication, coordination, and stakeholder management skills
• Ability to remain calm and effective under pressure
• Strong analytical and documentation skills, with attention to detail
• Familiarity with root cause analysis techniques
• Experience with ITSM tools (ServiceNow, BMC Hellix)

Responsibilities

• Act as the primary coordinator during major IT incidents, ensuring swift resolution and minimal business disruption
• Lead incident bridges and war rooms, engaging appropriate technical and business representatives teams
• Provide timely and accurate communication to stakeholders throughout the incident lifecycle
• Maintain the major incident process, ensuring alignment with ITIL best practices
• Track incident trends and contribute to proactive risk mitigation strategies
• Lead the creation and delivery of comprehensive post-incident reports (PIRs)
• Coordinate with technical teams to gather root cause analysis, corrective and preventive actions
• Facilitate post-incident review meetings to capture lessons learned and drive service improvements
• Ensure timely completion and distribution of Post Incident Report to relevant stakeholders
• Track follow-up actions and PIR tasks to closure

Benefits

• A competitive salary package , including bonus and benefits
• Extensive on-the-job coaching and training opportunities
• Challenges within a multi-cultural and cross-regional team as part of the international and fast-growing Eurofins organization
• A dynamic working environment with a good team spirit where personal development and growth are highly encouraged
• Additional Performance Bonus up to 1 Month Salary per year
• Meal Vouchers
• Gym Reimbursement
• Medical Subscription
• Health Insurance
• 25 days of holidays + 1 extra day off for your birthday
• Additional holidays for your loyalty
• Remote work activity in Romania