IT Incident Manager

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

JOB PURPOSE

MSC Cruises is the world’s third-largest cruise brand as well as the leader in Europe, South America, the Gulf region, and Southern Africa with more market share in addition to deployed capacity than any other player. It is also the fastest-growing global cruise brand with a strong presence in the Caribbean, North America, and Far East markets. Headquartered in Geneva, MSC Cruises is one of the two brands that sit within the Cruise Division of MSC Group, the leading privately held Swiss-based shipping and logistics conglomerate with over 300 years of maritime heritage. MSC Cruises – the contemporary brand - has a modern fleet of 22 cruise ships with three new vessels due to be launched in 2025, 2026, and 2027.As an IT Incident Manager, your primary responsibility is to ensure the effective and efficient management of IT incidents within the organization. You will play a crucial role in minimizing the impact of incidents on business operations, maintaining service levels, and facilitating timely resolution. The job purpose encompasses the orchestration and management of crisis situations following major incidents, leading incident response efforts, coordinating with cross-functional teams, coordinate and manage post-major incident activities and implementing preventive measures to enhance overall IT resilience.

KEY ACCOUNTABILITIES

•    Lead the end-to-end response for IT incidents, coordinating cross-functional technical teams and service providers to ensure swift service restoration and minimal business impact.
•    Serve as the authoritative point of contact for all incident-related communications, providing internal and external stakeholders with clear, timely, and jargon-free status updates.
•    Perform advanced correlation and trend analysis on incident data to identify recurring patterns, systemic weaknesses, and underlying risks.
•    Partner with Service Owners to share actionable insights on detected trends, ensuring that incident data directly informs service-specific improvement roadmaps and health reports.
•    Maintain a strong operational partnership with the IT Control Room, ensuring efficient escalation triggers, seamless handovers, and real-time situational awareness during the entire incident lifecycle.
•    Strong collaboration with Problem, Change, and Availability Management functions to ensure long-term service stability.
•    Actively contribute to the Continuous Service Improvement framework by identifying opportunities to refine the Incident and Major Incident Management process, ensuring that workflows and crisis protocols are constantly optimized based on lessons learned and industry best practices.
•    Facilitate comprehensive post-incident reviews to identify root causes and document resolution paths, ensuring all findings are translated into structural improvement recommendations and preventive measures. 
•    Drive organizational resilience by conducting risk assessments and regular incident simulation exercises (drills) to validate and adapt response plans for maximum effectiveness.
•    Design and deliver training programs to elevate incident response standards and technical awareness across both IT and non-IT departments.

QUALIFICATIONS (skills, competencies, experience)

•    5 to 7 years’ proven experience as IT Incident Manager.
•    Master's degree in computer science, engineering or equivalent.
•    Fluent in English, oral and written (any other language is an advantage) with excellent written and verbal communication skills.
•    Effectively managing key stakeholders both internally and externally in the organisation. Experience in supplier’s governance and services setup & management.
•    Proven experience in Incident Management, ITIL or other relevant frameworks.
•    ITSM ServiceNow Platform knowledge, any certification is an advantage that will be very appreciated.
•    Solid understanding of enterprise IT environments, including infrastructure, networks, applications, and cloud-based services.
•    Demonstrated success in implementing preventive measures and driving continuous improvement.
•    Experience in risk assessments and prioritizing incident response efforts.
•    Knowledge of the ITIL framework (certification is preferred but not mandatory)

VISA REQUIREMENTS

• Right to work in Italy

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!