CI Incident Manager

Who are we?
Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future.
Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent.
We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future.

What do we offer?
“We drive Continuous Integration to accelerate development and increase quality.”
At Software factory we are building a community with highly skilled personnel. We are harmonizing the workflows and developing tools to be used across R&D, with the aim to
accelerate the software development at Volvo Cars. We are responsible for:
•    Developing continuous integration (CI) architecture & infrastructure.
•    Maintaining the complete software build and CI flow.
•    Enabling high utilization of infrastructure, test objects and test artefacts.
•    Creating automated tools & applications to secure an efficient flow.
•    Supporting traceability to fulfill all legal requirements.

We are applying manufacturing principles and techniques to software development to mimic benefits of traditional manufacturing and creating a software product line.
Now we are looking for an Incident Manager to join our journey!

What you’ll do
As an Incident Manager at SW Factory, you play a crucial role in managing and resolving IT incidents, ensuring minimal disruption to business operations. You are primary responsibility is to oversee the incident management process and coordinate the resolution of high-impact or critical incidents in a timely and efficient manner.
You will work close to our Product teams at SW Factory to ensure excellence on the incident management process. You will work actively with identification and prioritization of incidents. You will coordinate efforts across teams to ensure timely resolutions. You will be the central communication and escalation channel when comes to incidents. You shall ensure transparency to developers and managements as to give a clear picture of the business operations status. You will take lead on post incident reviews and work actively with lessons learnt to avoid future incidents. You will ensure Products compliance to Service Level Agreements by tracking incidents resolution time and coaching the teams on identifying opportunities for improvement. Your ultimately goal is to sustain operational stability and minimize the impact of incidents.

You and your skills  
•    M.Sc. in Electrical and/or Software Engineering, Computer Engineering, or similar relevant experience.
•    Knowledge of incident management tools and platforms (e.g., ServiceNow, Jira, etc.).
•    Knowledge of IT Service Management (ITSM) frameworks such as ITIL.
•    Experience in conducting post-incident reviews and using feedback to drive continuous improvement.
•    Excellent verbal and written communication skills to convey complex information in simple terms for non-technical stakeholders.
•    Ability to remain calm under pressure, think critically and make effective decisions.
•    Strong organizational skills to manage multiple incidents simultaneously.
•    Ability to meet deadlines and ensure incident resolution within defined Service Level Agreements (SLAs).
•    Ability to understand customer needs and ensure the incident response aligns with their expectations.

Meritorious  
•    You will have solid knowledge and understanding of the fundamental concepts of CI/CD.
•    Working in an agile environment with agile methodologies like Scrum, Kanban, SAFe, etc.
•    Passion for cars