AdressDo you want to be part of shaping the digital society of the future? With our innovative partnerships and customers in both the private and public sectors, we at Tietoevry shape both today's society and the digital future. If you are one of the innovative driving forces we are looking for, we promise you a flexible job where our pace of change gives you the strength to develop.
Role Description
Major Incident and Escalation Manager is a part of the Global Major Incident Management & Escalation team, this person is responsible for leading Major Incidents and Escalations to recover customers' IT services in the shortest time using all available resources.
Major Incident and Escalation Manager leads, coordinates and documents the service restoration activities by sourcing and leading the technical meetings for the Major Incidents. We communicate with the internal and external stakeholders to ensure the progress of the investigation, solving and informing actions. Together with the technical teams, we develop and implement a strategy to restore services as quickly as possible. The Global Major Incident Management & Escalation team conducts a review of each Major Incident once the service is restored, analyses the incident, and takes action to prevent a similar incident in the future. Furthermore, we contribute to the corrective action and continuous improvement in the overall quality of services provided to Tietoevry customers.
Core Responsibilities
- Major Incident Management process workflow ownership and accountability;
- Validation of identified/proposed incident accordingly to Major Incident criteria and either approving or rejecting MI status;
- Justification of MI status rejection and explanation of what other ITIL processes can help with resolution;
- Communicating relevant/required updates to the stakeholders;
- Initiation of a technical meeting with all required technicians;
- Problem investigation/creation;
- Resolution coordination;
- Providing regular updates towards the stakeholders;
- Collecting all internal inputs from involved parties, necessary for the Root Cause Analysis (RCA) and composing Major Incident Report;
- Capturing the data found during the Major Incident Management Process to drive continuous improvements to the Incident Management practices used throughout the organization;
- Verifying and defining the impact of Major Security Incidents;
- Driving resolution of Major Security Incidents;
Are you the one we are looking for?
With our great customer focus, you need to be service-minded, have a positive attitude and have a good sense of quality. Our high rate of change also requires that you are flexible, independent and that you are motivated by results. So in short, you have many years of experience in Incident Management with a focus on network, server, application operation or client support . It is also an advantage if you are ITIL Foundation certified. You need to be a native Swedish speaker with Swedish citizenship.
We offer you
Our size is our strength. As one of the Nordic region's leading IT companies, we offer you more opportunities than equivalent companies. We have a large geographical spread in Sweden and the world - our customers are small and large, well-known and unknown, local and global. Our breadth, together with high rates of change, gives you the power to develop. We strive to be a modern and attractive workplace. That is why we build working groups with great diversity to utilize and develop competence and innovation.
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