Incident Management Specialist
2 weeks ago
About Sinch
IT Incident Manager (Incident Commander)Sinch is a leader in Customer Communications Cloud.
- We provide mobile messaging, voice, and email solutions to over 150,000 businesses.
- These businesses rely on our AI-infused Super Network, APIs, and applications to connect with customers at every step of their journey.
Our values are 'Dream Big', 'Win Together', 'Keep it simple', and 'Make it Happen'.
DescriptionWe're seeking an IT Incident Manager to lead the entire lifecycle of IT and Security incidents across our organisation.
Your role will involve minimizing disruptions to business operations by ensuring incidents are effectively triaged, escalated, and resolved in a timely manner.
You'll lead continuous improvement efforts in our incident management processes and service management practices, focusing on enhancing ITIL framework adoption.
This role is based in Stockholm, Sweden, and reports to the VP, IT Business Operations.
As an IT Incident Manager, you'll be responsible for:
- Leading the identification, investigation, and resolution of IT and Security incidents.
- Ensuring timely triaging and accurate classification of incidents, escalating as needed.
- Overseeing the incident resolution process to ensure SLAs and business expectations are met.
- Communicating effectively with stakeholders during major incidents, providing clear and timely updates.
We're looking for a candidate with strong technical acumen and experience handling IT security incidents and following escalation protocols.
A deep understanding of ITIL principles is essential, with hands-on experience driving ITIL adoption preferred.
Proficiency in incident management tools and platforms such as ServiceNow, Atlassian, or equivalent is required.
Exceptional communication and stakeholder engagement skills are necessary, with the ability to work across technical and non-technical audiences.
ResponsibilitiesWe're seeking a candidate who can drive improvements in incident response efficiency and quality.
Candidates should have a Bachelor's degree in Information Technology, Computer Science, or a related discipline.
5+ years of experience in IT Incident Management; experience in broader Service Management roles is a strong plus.
Strong technical acumen with the ability to lead initial incident triage and resolution across complex systems is required.
Proven experience handling IT security incidents and following escalation protocols is essential.
Deep understanding of ITIL principles; hands-on experience driving ITIL adoption (ITIL certification preferred) is necessary.
Proficient with incident management tools and platforms such as ServiceNow, Atlassian, or equivalent is required.
Exceptional communication and stakeholder engagement skills, with the ability to work across technical and non-technical audiences, are necessary.
Please submit your application in English.
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