Assignment Description:
We are looking for a Senior Incident Manager to join our dynamic team.
What you will work on:
- Lead the incident management process within a dual-framework environment of ITIL and SAFe, driving service improvements and optimizing incident response.
- Maintain a holistic view of incidents, identifying and addressing recurring issues to enhance service reliability.
- Ensure visibility and communication of incidents and resolutions across the business, improving transparency and alignment.
- Implement best practices to reduce incident resolution time and increase system reliability.
- Support and oversee Daily Triage Calls, ensuring effective root cause identification and cross-team collaboration.
- Establish efficient communication and escalation paths between ITIL-driven service operations and SAFe Agile teams.
- Support major incident resolution by collaborating with IT operations, development teams, and business stakeholders.
- Improve collaboration between operational teams and the Service Desk, working closely with the IT Operations Service Manager.
- Identify skill gaps in teams regarding operational incident handling and drive targeted training initiatives.
- Define and track incident-related KPIs and SLAs to ensure data-driven continuous improvement.
- Drive Post-Incident Reviews (PIRs), Root Cause Analysis (RCA), and corrective actions.
- Integrate proactive incident detection by leveraging AIOps, predictive analytics, and real-time monitoring solutions.
- Develop a Crisis Management Playbook to standardize the response to major business-critical incidents.
- Manage relationships with external vendors and ITSM providers to ensure SLA adherence.
- Enhance incident management workflows by identifying process bottlenecks, implementing automation, and improving cross-team collaboration.
What you bring:
- 5+ years of experience in IT Service Management, with a strong focus on Incident Management, Major Incident Handling, and ITSM process improvements.
- Strong background in bridging traditional ITSM frameworks (ITIL) with Agile methodologies (SAFe, DevOps, or iterative development models).
- Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, or other enterprise ITSM tools.
- Proven ability to work in cross-functional teams, engaging with technical and non-technical stakeholders to resolve incidents effectively.
- Analytical mindset with experience in problem-solving, RCA, and data-driven decision-making.
- Ability to work in a fast-paced, dynamic environment while managing multiple priorities.
- ITIL certification required; SAFe certification is a plus.
- Experience leading automation initiatives for ITSM workflows and Major Incident resolution is a plus.
- Background in risk management and compliance related to incident handling is preferred.
- Prior experience in ITSM transformation initiatives within an Agile organization is beneficial.
- Proficiency in English.
If this sounds interesting, please send your CV to cv@veritaz.se
