Incident Manager
Workplace: Luleå, Sverige
Expires: August 17, 2025
We are looking for an Incident Manager to join our IT department at Pensionsmyndigheten. As Incident Manager, you will work both reactively by addressing high-priority incidents as they occur, and proactively by improving processes and routines long-term. The IT department consists of about 350 employees, and we focus on engagement, new ideas, and an inclusive culture emphasizing equality and sustainable working conditions.
Main requirements:
- Lead the resolution of high-priority incidents, coordinating meetings with various competencies and informing the organization about status.
- Collect, compile, and analyze statistics on adherence to incident process requirements.
- Participate in related areas such as continuity planning and other IT processes.
- Evaluate processes and routines and work on continuous improvements.
Responsibilities:
- Operate according to SLA to ensure all incident handling meets service level agreements.
- Work mainly operationally but maintain a strategic view on process and routine improvements.
- Communicate and collaborate with technicians, managers, and sometimes external parties.
Required hard skills:
- Knowledge of IT infrastructure including servers, virtualization, and networking.
- Understanding of ITIL processes.
- Experience working as an Incident Manager.
- Fluent in Swedish and English, both spoken and written.
- High school diploma or equivalent.
Recommended hard skills:
- Post-secondary education in IT or technology.
- Experience working in an IT-critical environment.
- Experience developing IT processes.
- Operational experience as IT technician, IT support technician, or system developer.
Soft skills:
- Good collaboration skills.
- Ability to take initiative and work independently without clear directives.
- Good judgment and ability to assess problems wisely.
- Strong analytical and problem-solving skills.
- Interest and willingness to contribute to and develop workplace culture.
Frameworks:
- ITIL
- SAFe
Natural languages:
- Swedish (Proficient)
- English (Proficient)
Cultural skills:
- Emphasis on equality and diversity.
- Focus on employee engagement and inclusive culture.
- Ability to work within a governmental agency with a public mission.
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