Vacant job

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 within a dual-framework environment of ITIL and SAFe, driving service improvements and optimizing incident response.
• 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, ensuring effective root cause identification and cross-team collaboration.
• Establish efficient communication and escalation paths between ITIL-driven service operations and SAFe Agile teams.
• Support major incident resolution by collaborating with IT operations, development teams, and business stakeholders.
• Improve collaboration between operational teams and the Service Desk, working closely with the IT Operations Service Manager.
• Identify skill gaps in teams regarding operational incident handling and drive targeted training initiatives.
• Define and track incident-related KPIs and SLAs to ensure data-driven continuous improvement.
• Drive Post-Incident Reviews (PIRs), Root Cause Analysis (RCA), and corrective actions.
• Integrate proactive incident detection by leveraging AIOps, predictive analytics, and real-time monitoring solutions.
• Develop a Crisis Management Playbook to standardize the response to major business-critical incidents.
• Manage relationships with external vendors and ITSM providers to ensure SLA adherence.
• Enhance incident management workflows by identifying process bottlenecks, implementing automation, and improving cross-team collaboration.

What you bring:

• 5+ years of experience in IT Service Management, with a strong focus on Incident Management, Major Incident Handling, and ITSM process improvements.
• Strong background in bridging traditional ITSM frameworks (ITIL) with Agile methodologies (SAFe, DevOps, or iterative development models).
• Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, or other enterprise ITSM tools.
• Proven 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 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.
• Experience leading automation initiatives for ITSM workflows and Major Incident resolution is a plus.
• Background in risk management and compliance related to incident handling is preferred.
• Prior experience in ITSM transformation initiatives within an Agile organization is beneficial.
• Proficiency in English.