Arbetsbeskrivning

Veritaz is a leading IT staffing solutions provider in Sweden, committed to advancing individual careers and aiding employers in securing the perfect talent fit. With a proven track record of successful partnerships with top companies, we have rapidly grown our presence in the USA, Europe, and Sweden as a dependable and trusted resource within the IT industry.

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