INCIDENT/PROBLEM MANAGER

Veritaz is a fast-growing IT-consultant firm. Our company is made up of insanely bright people from over 4 countries, and we are located in Sweden, UK, US and Pakistan. The voyage has been incredible this far, but it is only the beginning.
Assignment Description:
We are looking for an Incident/Problem Manager responsible for ensuring that Incident/Problem Management processes are continuously adapted, developed and followed up, and that you train the organization in the processes.
What you'll do:
● Support organization and work closely with their internal IT support team, the infrastructure team, the info security function, external suppliers as well as system administrators and other organization.
● Cross-functional working across the organization and support other teams that handle the Incidents.
● Act as a cohesive person in the event of incidents and have good judgment when it comes to which incidents to escalate and when.
● Minimizing the impact that incidents have on the user experience and analyse the root cause of recurring incidents or where a satisfactory solution is not found.
● Running and coordinating high-priority incidents related to e.g. IT operations, IT security and personal data.
● Manage all communication around incidents and problems, and ensure that everyone receives accurate and customized information.
● Continuously keep track of SLA levels being reached and documentation of incidents and problems.
● Periodic reporting of metrics to management especially if major issues are found in the IT system.


Who you are:
● Candidate must possess technical background and a good understanding of support flows.
● Prior experience of at least 3 years of experience working as an Incident Manager.
● Experience of being involved in developing the incident/problem processes along with good competence in ITIL and the various processes.
● Ability to communicate fluently in Swedish, both orally and in writing along with knowledge of Visio and certification in ITIL Foundation.