Major Incident & Escalation Manager - Tietoevry Connect

Do you want to be part of shaping the digital society of the future?
With our innovative partnerships and customers in both the private and public sectors, we at Tietoevry shape both today's society and the digital future. If you are one of the innovative driving forces we are looking for, we promise you a flexible job where our pace of change gives you the strength to develop.
About the role
Major Incident and Escalation Manager is a part of the Global Major Incident Management & Escalation team, this person is responsible for leading Major Incidents and Escalations to recover customers´ IT services in the shortest time using all available resources.
Major Incident and Escalation Manager leads, coordinates and documents the service restoration activities by sourcing and leading the technical meetings for the Major Incidents. We communicate with the internal and external stakeholders to ensure the progress of the investigation, solving and informing actions. Together with the technical teams, we develop and implement a strategy to restore services as quickly as possible. The Global Major Incident Management & Escalation team conducts a review of each major incident once the service is restored, analyses the incident, and takes action to prevent a similar incident in the future. Furthermore, we contribute to the corrective action and continuous improvement in the overall quality of services provided to Tietoevry customers.
Core Responsibilities
Major Incident Management process workflow ownership and accountability;
Validation of identified/proposed incident accordingly to Major Incident criteria and either approving or rejecting MI status;
Justification of MI status rejection and explanation of what other ITIL processes can help with resolution;
Communicating relevant/required updates to the stakeholders;
Initiation of the technical meetings with all required technicians;
Problem investigation/creation;
Resolution coordination;
Providing regular updates to the stakeholders;
Collecting all internal inputs from involved parties, necessary for the Root Cause Analysis (RCA) and composing Major Incident Report;
Capturing the data found during the Major Incident Management Process to drive continuous improvements to the Incident Management practices used throughout the organization;
Verifying and defining the impact of Major Security Incidents;
Driving resolution of Major Security Incident;

Are you the one we are looking for?
With our great customer focus, you need to be service-minded, have a positive attitude and have a good sense of quality. Our high rate of change also requires that you are flexible, independent and that you are motivated by results. Basically, you have many years of experience in Incident Management with a focus on server and application operation or client support. It is also an advantage if you are ITIL Foundation certified.
You need to be a native Swedish speaker with Swedish citizenship.
Location: Örebro
We offer
We offer you professional growth, meaningful projects, open culture and an outstanding work-life balance! We offer you an opportunity to create the future of a growing and fast developing sector. We believe that our organizational culture is an important part of enabling you to be successful. We provide a flexible hybrid work model as part of our culture and way of working. We believe in curiosity and learning as a lifestyle.
Did we get you inspired?
We look forward to your application! Please attach your CV or LinkedIn-profile and we’ll reach out to you. Interviews will be held on a continuous basis, so we encourage you to apply today. For more information or questions, please contact hiring manager Aimée McLoughlin-Clay, aimee.mcloughlin-clay@tietoevry.com
Hope to hear from you soon!
We perform background checks on all final candidates.
Tietoevry declines calls from recruitment companies.
Tietoevry thrives with diversity, and we welcome applicants of all genders, ages, abilities, ethnicities, orientations, beliefs, and backgrounds.
About Tietoevry
Tietoevry creates purposeful technology that reinvents the world for good. We are a leading technology company with a strong Nordic heritage and global capabilities. Based on our core values of openness, trust and diversity, we work with our customers to develop digital futures where businesses, societies, and humanity thrive.
Our 24,000 experts globally specialize in cloud, data, and software, serving thousands of enterprise and public-sector customers in more than 90 countries. Tietoevry’s annual turnover is approximately EUR 3 billion and the company’s shares are listed on the NASDAQ exchange in Helsinki and Stockholm, as well as on Oslo Børs. Familiar yourself with what we do

Creating purposeful technology to reinvent the world for good