Global Incident Manager

For Sandvik IT Services and our Support and Operations organization, we’re currently looking for a confident, collaborative and resourceful Global Incident Manager to join us as we proudly support and safeguard the IT operations for Sandvik Group. A truly dynamic and high pulse role, where speed, accuracy and joining forces to solve issues are the recipe for success!


We work in an ever-changing environment with new technologies emerging every day. As a result, new challenges, innovation, collaboration and problem-solving are all part of our culture. With a great mix of exceptional people and efficient processes, we make this work, and now we welcome you to our digital arena!


About the job
As Global Incident Manager, you’re responsible for the end-to-end incident management for IT services within the entire Sandvik Group – which is both an exciting and fast-paced mission. This means ensuring the right resources and coordinating solutions for everything from minor setbacks to larger issues that may impact all parts of our business. You ensure that incidents are resolved according to service level agreements and you host and coordinate meetings with both internal and external resolver groups. Report, follow up and hand over to other teams for further investigation are other important items on your agenda.


Collaboration is vital in this environment and you make sure that relevant stakeholders receive accurate and updated information, and you’re also responsible for ensuring compliance in our incident processes and following the violation governance. By providing a strong leadership and direction during the full resolution cycle, and by communicating with relevant parties, you and your team produce action plans to remedy any potential SLO (Service Level Objectives) breach.


You’re based in either Sandviken or Kista, with presence in Sandviken needed on a regular basis as we have major production sites and many stakeholders here. Our operations are also active nonstop, which means that on-call duty is required.


Your background and character
For this job, we’re looking for a senior IT professional with broad knowledge of IT incident management and proactive problem management. To understand our complex IT environments, you need a relevant degree within IT or Computer Science, and we also consider a background within IT project management as highly beneficial. You’re skilled in ITIL V3 Foundation and other similar processes, while an ITIL V3 Expert certification is a plus. It’s with confidence you chair successful meetings with clear agendas, and you easily collaborate and coordinate in situations involving multiple parties. This also calls for excellent communication skills in English.


You enjoy working in shifting settings – not knowing what tomorrow, or even today, will have in store for you and where finding the best possible solutions to arising issues make you light up. You want to learn and understand our business, and you’re socially skilled and easily interact with people. You’re also very tactical and clearly communicate the purpose of our activities, decisions and outcomes to engage your team and our stakeholders, as well as leaving a positive impact.


Our culture
Sandvik is a high-tech and global engineering group, rapidly developing into new, digital offerings. We believe in a collaborative and inclusive culture, where innovations are part of everyday life. And for us, it is clear that our diversities form a solid foundation for achieving great results. Visit our stories hub, LinkedIn or Facebook to get to know us further.


How to apply
Please submit your application no later than October 25, 2020. Read more about Sandvik Group and apply at home.sandvik/career (Job ID: R0020899).


Contact information
For more information about this job, please contact:
Anna Hall, recruiting manager, +46 (0)72 233 69 80


Union contacts - Sweden
Urban Höög, Unionen +46 (0)26 261 713
Fredrik Andersson, Akademikerföreningen, +46 (0)26 262 718
Peter Olsson-André, Ledarna, +46 (0)26 261 984


To learn about our recruitment process, please contact HR Services, +46 (0)26 261 444.


Recruitment Specialist
Amanda Hedqvist


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