Incident Manager

About the Role

Why SoftwareOne? SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI. Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference. The role - Are you energized by solving critical IT incidents that have a real business impact? - Do you thrive in fast-paced environments where effective communication and coordination are key to success? - Would you like to be at the center of driving service stability, continuous improvement, and operational excellence? Practical Information Location: Budapest, Hungary | Work Arrangement: Hybrid (3 days in the office per week) | Visa Requirements: Valid working visa for Hungary | Language Requirements: fluent/professional level of Hungarian and English As an Incident & Problem Manager, you will play a pivotal role in ensuring the swift resolution of critical incidents while minimizing business disruption. Working closely with technical experts, support teams, and stakeholders, you will coordinate incident response activities, drive root cause analysis, facilitate transparent communication, and continuously improve incident management processes across the organization. Key Responsibilities - Lead major incident resolution and coordinate technical experts. - Manage Major Incident and Problem tickets, including task assignment, escalations, documentation, and closure. - Coordinate stakeholder communications during major incidents. - Prepare incident reports, customer updates, and service metrics. - Manage the Problem Management lifecycle and track RCAs. - Facilitate Major Incident and Problem Management meetings and follow-up actions. - Improve incident processes, collaborate with stakeholders, and maintain the knowledge base and documentation. What we need to see from you - Proven experience in Major Incident, Problem, or IT Service Management roles. - Degree in Information Technology or equivalent professional experience. - Good understanding of ITIL frameworks, processes, and best practices . - Experience with ServiceNow or other IT service management platforms. - Knowledge of banking IT processes is an advantage. - Availability to participate in an on-call rotation outside regular business hours. - Strong problem-solving, communication, and teamwork skills with a structured, detail-oriented approach. 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 Accommodations SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, E-Mail us at reasonable.accommodations@softwareone.com. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs, and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR. At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.