Incident Manager

We invite you to seize the opportunity to make a significant impact as our new Incident Manager within the Connect Service Delivery team. We are looking for a dedicated person who shares our core values of Customer passion, Care, Collaboration, Curiosity, and Courage. Requirements A degree in a technical field, or equivalent experience within IT operations, service management, or a similar environment. Strong experience working with ITIL practices, particularly within Incident Management, Major Incident Management, and Problem Management. Proven ability to manage critical incidents in high-pressure environments, with a structured and solution-oriented approach. Experience coordinating incident response across multiple teams, including prioritization, dispatching, and follow-up. Strong stakeholder management skills, with the ability to communicate clearly with both technical teams and business stakeholders. Hands‑on experience driving Root Cause Analysis and post‑incident reviews. Familiarity with change management processes, including Change Advisory Board (CAB). Ability to translate complex technical issues into clear and actionable communication. A collaborative and pragmatic way of working, with a focus on service stability, accountability, and continuous improvement. Responsibilities Lead the end-to-end incident management process, ensuring fast resolution and minimal impact on operations and customers. Act as the central coordination point during incidents, driving prioritization, dispatching, and follow-up across standard incidents, Major Incidents (MIM), and Critical Situations (CritSits). Coordinate internal engineering teams, vendors, and external partners to ensure efficient incident response and timely service restoration. Maintain clear, structured, and continuous communication with stakeholders throughout the incident lifecycle, ensuring transparency and alignment. Monitor Service Delivery performance against SLAs and KPIs, ensuring accountability and a consistently high level of service quality. Drive Root Cause Analysis (RCA) and post‑incident reviews, ensuring that learnings are captured and preventive actions are implemented. Identify trends and recurring issues, contributing to Problem Management and continuous service improvement. Participate in Change Advisory Board (CAB) activities to reduce risk and prevent future incidents. Maintain and improve documentation, knowledge base, and ways of working within incident management. Benefits A unique opportunity to contribute to a wide range of projects and play an active role in both the Swedish and international space industry. An excellent opportunity for personal and career development. An exciting, international workplace characterized by an open atmosphere and proud employees all over the world. In addition to vacation and traditional public holidays, we offer extra paid leave throughout the year, such as time off between Christmas and New Year, Ascension Day, amounting to 6‑11 extra days depending on the calendar. Wellness allowance of SEK 5,000 per year. Health benefits such as voluntary health insurance and regular health checks for eligible employees. Access to a benefit bike through a tax‑efficient leasing program. Support for employee‑driven activities that promote connection, health, and culture across teams. Collective Agreement, including good pensions plans, parental pay and insurance. Location: This is a full‑time, permanent position based at our office in either Solna or Kiruna. #J-18808-Ljbffr