Incident Manager Malm? - Distance possible

General

Youpal Group

Sweden - Remote

March 18, 2025

Deadline

None

Work Level

Senior

Employee Type

Fulltime

Reply no later than 18/3

We are seeking a strategic, proactive and results-driven Incident Manager to lead incident management process within a dual-framework environment of ITIL and SAFe by driving service improvements and collaborate with various leads on optimizing incident response across the digital organization. This role is critical in ensuring effective collaboration between IT Service Management (ITSM) and Agile/SAFe development teams, improving incident resolution efficiency, and driving continuous service improvements.

Key Accountabilities:
• 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, where rotating Product Owners from different ARTs and teams identify the root cause team for incidents and discuss cross-team bugs.
• Ensure efficient communication and clear escalation paths between ITIL-driven service operations and SAFe Agile teams.
• Suggest enhancements for the Incident Management process, ensuring alignment with both ITIL best practices and SAFe principles.
• Support our Major incident team in major incident resolution, working cross-functionally with IT operations, development teams, and business stakeholders.
• Work closely with the Service Manager for IT Operations Support to improve collaboration between operational teams and the Service Desk.
• Identify knowledge and skill gaps in teams regarding operational incident handling and drive targeted training initiatives.
• Collaborate with Agile Release Trains (ARTs) to integrate incident management workflows into SAFe processes.
• Define and track incident-related KPIs and SLAs, ensuring data-driven continuous improvement.
• Drive Post-Incident Reviews (PIRs), Root Cause Analysis (RCA), and follow-through on corrective actions via problem tickets.
• Work closely with Problem Management teams to identify and eliminate recurring incidents, ensuring a long-term reduction in service disruptions.
• Educate ART leadership and DevOps teams on best practices for incident handling in a scaled Agile environment.
• Implement leaner processes where necessary to optimize the incident management workflow.
• Manage relationships with external vendors and partners, ensuring incident resolution SLAs are met and aligned with business needs.
• Collaborate with outsourced ITSM providers, ensuring that contractual obligations and KPIs are maintained to the highest standards.
• Lead the continuous improvement of Incident Management workflows by identifying process bottlenecks, implementing automation where applicable, and enhancing cross-team collaboration between ITSM and Agile teams.
• Enhance proactive incident detection by integrating AIOps, predictive analytics, and real-time monitoring solutions to identify potential failures before they impact business operations.
• Develop and implement a business communication framework for incidents, ensuring timely and clear updates to executive leadership, affected business units, and external stakeholders.
• Develop and maintain a Crisis Management Playbook to guide teams on handling major, business critical incidents in a structured way.
• Ensure product-specific knowledge is available to the MIM team during incidents by conducting sessions with ART teams whenever needed.
• Work with ART teams/hubs to conduct RCAs and implement preventive measures added as enablers/features in the ART backlog.
• Maintain clear documentation of known issues and resolutions for future reference.

Required Qualifications
• Proven experience (5+ years) in IT Service Management with a strong focus on Incident Management, Major Incident Handling, and ITSM process improvements within an ITIL driven environment.
• Strong background in bridging traditional ITSM frameworks (ITIL) with Agile ways of working (SAFe, DevOps, or iterative development models).
• Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, or other enterprise ITSM tools.
• Demonstrated 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 driving 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.

Preferred Qualifications
• Experience leading automation initiatives for Incident Management, ITSM workflows, or Major Incident resolution.
• Background in risk management and compliance related to incident handling.
• Prior experience in ITSM transformation initiatives within an Agile organization.

Additional information
- When applying, include your hourly rate and possible start date
- Clearly motivate how you meet the qualification.
-We offer candidates continuously. This means that we sometimes remove the assignments before deadline. If you are interested, we recommend that you apply immediately.