Problem manager

Who we are

At Telenor, we’re here to connect you to what matters most, and by doing so, empowering societies. You are part of a large, international organization that goes beyond customers – we want to play an important role in the societies we serve. Being connected can change your life, and we’re serious about helping our services make the widest possible impact. 

Problem Manager

The Fixed Mobile convergence tribe is responsible to develop and operate our digital APIs that enable our customers to connect to what matters most. We develop and run our services both in our own datacenters and in the cloud where our cloud transformation is an important must win battle.

What you will do

As our Problem Manager you are on a mission to sustainably remove issues that have a negative impact on our customer journeys. You will be accountable for the problem management process in our tribe. The responsibility of fixing problems remains with our DevOps squads. Focus lies on identifying incident patterns, but also other sources will be the basis for your research of root causes.

We expect you to coordinate and drive to reach final solutions for known errors. Some cases might require temporary solutions (workarounds) for the short term. Moreover, analyzing trends and historical data of incidents will help to address potential issues proactively. The goal is to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented. We believe that as a Problem Manager you are working closely with various stakeholders to find the best solutions going forward.
* You are leading and ensuring that root cause analyses are done including well defined corrective/preventative action plans
* Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues.
* Pro-actively identify operational issues and trend to create and update Problem Records
* Follows up on activities related to incidents and problem tickets, documents and reports outcomes to the tribe and other parts of the organization.
* Monitors problem management performance metrics and Key Performance Indicators (KPIs).

Who are you?

To be successful in this role, we believe that you have previous experience in operations for example as problem or incident manager. You are familiar with the operations of business-critical applications and IT Service Management. You are comfortable with processing database data for information/data analysis and you are familiar with microservices. As a problem manager you bring in your critical-thinking and root-cause-analysis skills. Besides that, you are a pro-active person with a strong quality mindset that will not stop asking for “why”.

Moreover, we believe that you
* Have a systematic approach and are great at creating structure to tackle complex questions as our microservice environment includes more than 120 microservices.
* Have strong communication skills with the ability to influence others, both orally and written. This will help since many stakeholders are connected to the problem management process.
* Strong exposure to Remedy and Jira with a clear understanding of how tools should be used to support problem management process activities.
* Have a flexible, innovative and pragmatic approach with the will to find new ways to solve questions. As our services and environment are evolving, we need to find solutions to new challenges.
* Are fluent in English since we are a multinational department.

In order to be successful, we believe you feel engaged to work according to our behaviours (Always Explore, Create Together, Keep Promises and Be Respectful) and have a few years of previous experience within IT operations and/or in a DevOps setup (or equivalent). Detailed knowledge of the ITIL Incident and Problem Management processes.

Our promise

A balanced workforce is key to our success. To secure that, we’re committed to fostering a working environment where our employees are supported and empowered in all areas of their work. We promise you a company eager to learn and rapidly adapt to a digital world where you’ll be welcomed into a skilled team of professional and knowledgeable colleagues. In addition, you’ll get:
* A flexible way of work – have a lunch workout without having to rush back, leave/pick up the kids from school? This is not a problem as long as your squad is happy, and your work gets done.
* A generous health and benefit package with wellness grant, health insurance, ”give me a break”-days, employee discounts, regular health checks, occupational pension and much more.
* The possibility to continuously deepen your knowledge and broaden the competence you would like to expand on.

Come join us now

If you are interested and would like to know more, please contact Afshan Farooqui, Head of Quality & SRE at Afshan.farqooui@telenor.se. Please do not send your CV via email as these will not be evaluated.

Good to know

According to Telenor's policy, we conduct background checks on the final candidate for all recruitments.

Location: Stockholm

Please apply today as we are evaluating and interviewing candidates continuously.