Wojciech Kaczmarczyk
Major Incident Manager
Katowice
Profil zawodowy
Experienced Major Incident Manager with hands-on
expertise in leading high-severity incidents using the
Command & Control model, coordinating technical teams
and managing stakeholder communication (including
C-level). Proven track record in reducing MTTR and limiting
business impact through ITIL-driven processes and a strong
culture of continuous improvement.
Podsumowanie
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Doświadczenie
Major Incident Manager
Capgemini
Katowice
2024.06 - Current
- Incident Command & Leadership: Act as the central point of contact during major outages, leading technical teams (MIRTs) to diagnose and resolve incidents.
- Communication Management: Provide regular, timely updates to senior management, stakeholders, and business units regarding incident status, impact, and estimated resolution times.
- Coordination & Facilitation: Facilitate investigation meetings/conference calls, ensuring the right technical resources are engaged and working collaboratively.
- Escalation & Risk Management: Monitor incident status, escalating to higher management or vendor support when necessary to avoid breaches of Service Level Agreements (SLAs).
Incident Manager
Capgemini
Katowice
2022.06 - 2024.06
- Incident Response & Coordination: Directs the response to, and restoration of, services during interruptions.
- Monitoring & Detection: Uses monitoring systems to detect anomalies and potential breaches before they escalate.
- Communication: Keeps stakeholders, senior management, and users updated on incident status and resolution progress.
- Documentation & Reporting: Records incident details, creates reports, and analyzes trends to improve future performance.
Manager of Procurement
Capgemini
Katowice
2022.06 - 2023.06
- Strategic Sourcing & Vendor Management: Identifying, evaluating, and selecting suppliers to secure the best products, services, and pricing.
- Negotiation & Contracting: Negotiating favorable terms, pricing, and contracts with vendors.
- Cost Control & Budgeting: Developing, implementing, and monitoring the purchasing budget, aiming for cost savings and profitability.
Service Desk agent
Capgemini
Katowice
2020.04 - 2022.05
- Incident Management & Troubleshooting: Acting as the first point of contact for users, identifying, diagnosing, and resolving technical issues (e.g., password resets, email problems, printer issues, software bugs).
- Ticket Documentation: Logging all inquiries and issues in a ticketing system with detailed descriptions, tracking them from initial report to final resolution.
- Technical Support: Providing 1st-level support for hardware and software installation, configuration, and troubleshooting.
Serbian language translator
Uniwersytet Śląski
Katowice
2019.03 - 2020.02
- Translation: Converting written materials (books, articles, websites, legal/technical docs) while maintaining the original meaning, context, and tone.
- Proofreading & Editing: Reviewing final translations for accuracy, grammar, spelling, and punctuation errors.
- Research: Utilizing specialized dictionaries, thesauri, and terminology databases to find the appropriate equivalent for technical or niche terms.
Boat Tourist Guide
Galeb
Zadar
2018.04 - 2018.08
- Logistics and Planning: Arranging itineraries, coordinating transport, managing tickets and bookings, and adjusting plans for weather or delays.
- Information and Education: Sharing accurate information on local history, culture, architecture, and, in the case of wildlife, identifying species.
- Safety and Care: Ensuring the group stays together, monitoring for safety, providing first aid if necessary, and informing visitors of health precautions (e.g., sun protection).
Wykształcenie
Master degree - Slavic studies
University of Zagreb
Zagreb 2018.10 - 2020.05
Bachelor degree - Slavic studies
Silesian University
Katowice 2015.09 - 2018.07
Umiejętności
- Decision-Making agility
- Certified in ITIL
- Service level agreement monitoring
- Root Cause Analysis
- ITIL framework
- Incident reporting software proficiency
- IT infrastructure understanding
- Technical support experience
- Process improvement insight
- Risk mitigation
- Disaster recovery planning
Languages
Polski
First language
English
Advanced
C1
Serbian
Proficient
C2
Croatian
Proficient
C2
Certyfikacja
- ITIL v3
- ITIL v4
Zainteresowania
- I'm a semi-pro climber and mountaineer
- I play a guitar, piano and percussion
Oś czasu
Major Incident Manager
Capgemini
2024.06 - Current
Incident Manager
Capgemini
2022.06 - 2024.06
Manager of Procurement
Capgemini
2022.06 - 2023.06
Service Desk agent
Capgemini
2020.04 - 2022.05
Serbian language translator
Uniwersytet Śląski
2019.03 - 2020.02
Master degree - Slavic studies
University of Zagreb
2018.10 - 2020.05
Boat Tourist Guide
Galeb
2018.04 - 2018.08
Bachelor degree - Slavic studies
Silesian University
2015.09 - 2018.07