IT Incident Manager (On-site, Stockholm or Copenhagen)

Job summary

As an IT Incident Manager, you will oversee the response to major IT incidents, ensuring the restoration of critical services while keeping stakeholders informed. Your role will involve coordinating technical teams, suppliers, and business stakeholders to effectively manage incidents in a high-pressure environment.

Qualifications

• Proven experience in managing incidents within a large, complex IT environment.
• Strong knowledge of ITIL Incident Management, with familiarity in Problem and Change Management.
• Experience in coordinating multiple technical teams during critical situations.
• Excellent communication skills for providing updates to technical teams and senior stakeholders.
• Ability to make structured decisions under pressure with incomplete information.
• Familiarity with ServiceNow or similar IT Service Management platforms.
• Background in aviation, transportation, or other mission-critical sectors is advantageous.
• Strong stakeholder management and collaboration skills.
• Proactive mindset focused on continuous improvement and operational excellence.
• ITIL certification or equivalent experience is a plus.

Responsibilities

• Lead and coordinate responses to major IT incidents until services are restored.
• Assess business impact and engage the appropriate technical teams and suppliers promptly.
• Facilitate incident management processes, including communication and escalation.
• Maintain focus on service restoration while supporting investigations and recovery efforts.
• Provide timely communication to stakeholders and IT leadership.
• Ensure accurate documentation of incident records and timelines in ServiceNow.
• Drive handover to Problem Management and support post-incident reviews.
• Monitor incident trends to identify improvement opportunities.
• Develop and maintain incident playbooks and operational procedures.

Skills

• Strong incident management and coordination skills.
• Excellent communication and decision-making abilities under pressure.
• Proficient in using IT Service Management tools like ServiceNow.

Education

• Relevant IT or management qualifications preferred.

Tools

• ServiceNow or similar IT Service Management platforms.