Team Lead – Incident & Problem Management, Solna

Job description

Are you driven by creating stability while continuously improving how incidents and problems are managed? In this role, you lead and coordinate Incident and Problem Management at PostNord IT, ensuring efficient resolution, thorough root cause analysis, and long-term service improvement. Key Responsibilities: Operational Team Leadership: - Lead and coordinate the day-to-day work of Incident Managers and Problem Managers, setting operational priorities and ensuring balanced workload distribution. - Provide coaching, guidance, and quality assurance to continuously strengthen ways of working and competence within the domain. - Ensure clear handovers, follow up on operational commitments, and proactively remove impediments through collaboration with relevant stakeholders. Incident Management Leadership: - Own and govern the execution and adherence to the Incident Management process, including Major Incident handling, ensuring rapid service restoration and strong coordination. - Act as the escalation point for critical incidents, leading incident response calls and ensuring engagement of the correct PostNord teams and suppliers. - Ensure timely communication, stakeholder updates, and pro...