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Incident Manager

We are looking for an Incident Manager to join our Service Operations Center.

As Incident Manager at Telenor Connexion, you will be responsible for delivering the highest quality in technical support to our customers. The role is an established role within the organization, where you will work closely with your Incident Manager colleagues as well as the Service Desk team. 

This position reports to the Head of Service Operation Center. The Incident Manager will have an overall responsibility of incoming cases and coordinate staffing and issues in consultation with the Head of Service Operation Center. The role also includes incident, problem and change management.

The role

In this role you will have contact with manufacturers, suppliers and customers. You will be both the organization’s and the customer’s main contact in technical issues and in many cases you will be the customer’s only contact with our company.

You will also be:

  • Responsible for following up and monitoring the cases owned by Service Operation Center
  • Responsible for Incident Reports
  • Responsible for having the overview of the group’s work, improve existing routines and processes and implement new if needed
  • Review and analyze differences in the number of cases and finding causes and prevention/generate features
  • Continuously monitoring the group’s targets and action plans to work proactively and take corrective action
  • Responsible for working with other representatives in the company to continually develop and improve Telenor Connexion’s overall customer service activities
  • Updating and managing the Telenor Group processes
  • Overall responsible for the work performed within the service desk

Skills and Requirements:

To succeed in this role, you will need:

  • Technical understanding and experience of telecom, IT or network systems and troubleshooting
  • Minimum 5 years of experience from positions related to technical support and surveillance within SLA-critical IT or telecom company
  • Fluent in English, both written and spoken
  • Experience in customer care
  • Experience of working with defining and running requirements
  • Knowledge of and experience from an IoT related area is qualifying, but not a requirement
  • Team leader experience is qualifying

As a person:

We are looking for someone who strives to always deliver good service. It is important that you are independent and take own initiatives. You need to be responsible, have high-integrity and be a team-player. You will need to be structured with a great ability to prioritize, establish order and maintain focus in stressful situations. You should also be able to be customer focused and at the same time have the ability to see things from different perspectives.

Telenor Connexion offers you a chance to be a part of one of the most interesting areas within the tech industry where the work we do has a huge impact on almost all areas in society. We are a fast-growing international company with great possibilities for your career ahead. Telenor Connexion is a flat and people-oriented organization with attractive job benefits where you will have the opportunity to influence and build your role and make a real difference in building our brand.

Application and contact:

If you feel that you have the skills and experience to develop this role to its full potential, please do not hesitate to contact Tommy Nilander [email protected] or Patrik Hentzel [email protected]

We accept applications through our recruitment system Workday.

Placement: Karlskrona, on-site.

Deadline: The closing date for applications is May 31st