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 in a dual-framework environment of ITIL and SAFe
- Drive continuous service improvements across ITSM and Agile development teams
- Maintain a comprehensive overview of incidents, identifying recurring issues to improve service reliability
- Facilitate visibility and clear communication of incidents and resolutions across the organization
- Oversee and support Daily Triage Calls with Product Owners to identify root cause teams and discuss cross-team incidents
- Ensure effective escalation paths and coordination between ITIL-based operations and Agile teams
- Collaborate with the Major Incident Management team to resolve critical incidents efficiently
- Work closely with IT Operations Support and Service Desk teams to improve incident workflows
- Identify training needs and deliver targeted incident management learning for teams
- Integrate incident workflows into SAFe Agile Release Trains (ARTs)
- Define, measure, and track incident-related KPIs and SLAs to support data-driven improvements
- Lead Post-Incident Reviews, conduct Root Cause Analysis, and ensure corrective actions are followed through
- Partner with Problem Management to eliminate recurring incidents
- Educate Agile leaders and DevOps teams on incident management best practices in scaled Agile environments
- Streamline and optimize incident management workflows through lean principles and automation
- Manage vendor relationships and ensure incident SLAs are met and aligned with business needs
- Collaborate with outsourced ITSM providers to uphold contractual KPIs and performance standards
- Enhance proactive incident detection using AIOps, predictive analytics, and real-time monitoring tools
- Establish a business-wide communication framework for incident updates and stakeholder alignment
- Develop and maintain a Crisis Management Playbook for handling high-impact incidents
- Ensure product knowledge is available to the Major Incident team through collaboration with ART teams
- Coordinate with ARTs to implement preventive measures derived from Root Cause Analysis
- Maintain clear documentation of known issues and resolutions for knowledge sharing
What you bring
- Over 5 years of experience in IT Service Management with a focus on Incident and Major Incident Management
- Strong expertise in ITIL processes combined with Agile methodologies such as SAFe or DevOps
- Proven track record of ITSM process improvement and incident resolution in complex digital environments
- Proficiency in ITSM platforms such as ServiceNow or Jira Service Management
- Experience working cross-functionally with both technical and non-technical stakeholders
- Strong analytical and problem-solving skills with Root Cause Analysis experience
- Ability to manage priorities in high-paced, dynamic settings
- ITIL certification required; SAFe certification is considered a strong plus
- Experience leading automation or transformation initiatives within ITSM is preferred
- Background in risk management or compliance related to incident processes is an advantage
If this sounds interesting, please send your CV to cv@veritaz.se
