Incident & Problem Manager

Role Overview

We are looking for an Incident & Problem Manager for a permanent position in IT service management in Helsinki. The role involves owning incident and problem management processes, coordinating the CIRT on‑call shift, leading the investigation of critical incidents, and guiding SLA compliance, prioritization, and operational quality.

What You Will Do

• Creating a common situation picture, correct prioritization, ensuring progress, and learning from incidents systematically.
• Developing MIM and problem management practices, analyzing incidents and trends, and providing visibility while guiding corrective actions.

Qualifications

We expect you to have experience in incident and/or problem management, process development, and situation leadership. You should have a strong understanding of IT service production and cooperation with business, as well as an analytical approach and ability to utilize data, reporting,...