Arbetsbeskrivning

Are you ready for an impactful role that will drive seamless IT service transitions and effective incident management? We are seeking a skilled Transition and Major Incident Coordinator to join our innovative team. If you're looking for an exciting step in your career where you can make a real difference, this might be the opportunity for you. The IT Transition and Major Incident Coordinator will play a critical role in ensuring seamless transitions and managing major incidents within the IT service management framework. This individual will be responsible for coordinating the end-to-end lifecycle of IT services during transitions, including planning, deployment, testing, and stabilization. Additionally, the Coordinator will act as the central point of contact during major incidents, ensuring quick resolution, clear communication, and comprehensive root cause analysis. The ideal candidate has a strong understanding of IT service management (ITSM) principles, exceptional communication skills, and the ability to work in a fast-paced, high-stakes environment. We offer a dynamic and inclusive work environment with opportunities for growth, learning, and advancement. As an IT Transition and Major Incident Coordinator, you will be at the heart of maintaining and improving our IT service reliability, directly impacting our customers and their experiences. Join our team and help shape the future of IT service excellence! Your mission As a Transition and Major Incident Coordinator, you will ensure smooth IT service transitions and efficient incident response. You’ll identify improvement areas by analyzing trends, develop reports and dashboards to track performance, and maintain documentation aligned with ITIL standards, driving process enhancements. Key responsibilities when it comes to IT transition: * Lead and manage end-to-end IT service transition processes for new or modified services. * Collaborate with project managers, developers, and operations teams to define transition requirements, timelines, and deliverables. * Conduct thorough impact assessments and ensure that all stakeholders understand the impact of upcoming changes. * Establish, monitor, and document KPIs and SLAs to measure service stability post-transition. * Ensure smooth handover of new or modified services to operational teams, including training and documentation. * Perform post-implementation reviews to identify lessons learned and improve future transitions. Key responsibilities when it comes to major incidents: * Act as the primary point of contact and escalation manager for major incidents, coordinating across IT teams to ensure timely resolution. * Establish and manage an incident command structure during major incidents, ensuring clear roles, responsibilities, and communication. * Provide timely, accurate, and ongoing incident updates to stakeholders, including senior management, customers, and impacted teams. * Collaborate with technical teams to perform root cause analysis, document findings, and implement corrective actions. * Develop, implement, and refine incident response and recovery plans to minimize downtime and prevent recurrence. Conduct post-incident reviews and work with teams to identify opportunities for improving incident response and resolution processes. Your Profile We are seeking a person with: * Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience will be considered. * That have a few years of experience in IT service management, with a focus on transition and incident coordination. * Solid understanding of IT transition processes, including change management, service design, and deployment. * Knowledge with ITSM tools (e.g., ServiceNow, Jira) and basic knowledge of networking, server management, and cloud environments * Experience in managing major incidents and IT transitions in a complex, multi-vendor environment. * It is a preferred if you have ITIL v3/v4 Foundation or similar certification in IT Service Management. * Strong communication skills, with the ability to lead discussions with both technical and non-technical audiences. * Excellent analytical and problem-solving abilities, with the capacity to stay composed under pressure. * Strong organizational and time-management skills, enabling effective prioritization of tasks. Location and travel Preferred locations for this position are Örebro, Sweden; Prague, Czech Republic or Johannesburg, South Africa, but other locations within the EMEA region may be considered. Up to 20% of the role’s working hours may involve global travel to support process review meetings, training sessions, and audits. This travel is essential to ensure alignment with international teams, facilitate knowledge sharing, and uphold our standards of operational excellence across regions. Application and contact information We encourage you to submit your application through our online career site as soon as possible, but no later than 27th of November 2024.