Incident & Problem Manager (On-site, Århus)

Job summary

The role involves managing the Incident and Problem Management processes within a Telco Operations environment, focusing on service stability and operational excellence. You will lead the response to major incidents, coordinate communication, and ensure lessons learned are implemented for continuous improvement.

Qualifications

• Experience in Incident and/or Problem Management
• Strong communication skills across teams and stakeholders
• Background in Telco or complex IT operations preferred
• Major incident management experience is advantageous
• Subject to security clearance and background check

Responsibilities

• Oversee governance, quality, and execution of the Incident and Problem lifecycle
• Lead major incident responses and coordinate stakeholders
• Monitor SLA compliance, ticket quality, and backlog management
• Conduct root cause analysis and drive corrective actions for service stability
• Develop and maintain processes and governance frameworks aligned with ITIL principles

Skills

• Structured and proactive approach to problem-solving
• Focus on quality, consistency, and continuous improvement

Education

• Relevant experience in a similar role is required.

Tools

• Familiarity with ITIL principles and incident management tools is beneficial.