Major/Incident Manager, Customer Support
Are you the one we call when a situation arises? Do you want to contribute to the operation and stability of critical software for private & public companies? Then here is your chance to join Systematic.
You co-ordinate and drive our resolution activities
In the role as Major/Incident Manager you will be part of the team that co-ordinates incident resolution activities within and across teams, in close collaboration with our Service Desk, alongside 2nd and 3rd support teams. Your ability to communicate effectively with customers and other involved parties through the incident management process, is crucial to succeed in the role, where you will be responsible for ensuring meaningful and detailed updates and deliver these in a timely and accurate manner to internal and external stakeholders. In the role, it is your responsibility to guide, coordinate and prioritise problems in accordance with urgency. You will become part of a 4 person MIM (Major/Incident Manager) team, who you will work closely with on a daily basis. You will also work together with more than 40 employees from Customer Operations, and with the various project support teams in Systematic.
Here is a taste of what you will be doing:
- Enforce the Incident Management Practice
- Carry out Major Incidents from end to end
- Contribute to problem management, change management and knowledge management activities
- Undertake continual service improvement
- Define, develop and deliver IT-processes to the business on a group level
Long term, you will be included in a 24/7 roster with your colleagues in the team, where you are required to be on call during and out of office hours as per shift rotation (1 week a month).
World-class professional competency
You will be part of an organisation that dedicates every day to improving. In Systematic we have a true passion for developing optimal software solutions. This is why we work with CMMI and the very best elements of Scrum, Lean and ITIL. To challenge and be challenged is part of our culture, and we expect our employees to challenge our work processes and our technologies to ensure that we retain our position at the forefront of development. We believe in freedom under responsibility and a healthy work-life balance. Our main focus is turning complexity into simplicity to deliver the best results for our customers and as an employee at Systematic you can expect a steep learning curve and great colleagues.
You make demands and remain focused
Our ideal candidate holds a relevant bachelor or master’s degree within the field of IT, communication or other relevant background, and has at least 3-5 years of experience in a similar role. Furthermore, you have experience working in an ITIL environment. As a person you are able to maintain overview in pressing situations, and have an eye for solving problems and prioritising tasks. In addition, you are a team player who thrives in close co-operation with your team and colleagues across the organisation.
In addition, you:
- Have experience with ITSM systems
- Excel in communication with internal and external parties
- Have the ability to chair Technical and Management calls
- Are comfortable working in a fast-paced environment with changing operational priorities
Last but not least, you write and speak Danish and English fluently.
We work with security-classified projects, and therefore, you as an employee at Systematic need to be able to obtain security clearance. Read more here: http://systematic.com/clearance.
Have we not answered all of your questions?
You are always welcome to contact us at tel. +45 8943 2000 and ask for Johnni Brobak Nielsen, Project Manager. We continuously assess applications, as we wish to fill the position as soon as possible. Place of work is Aarhus. We look forward to hearing from you.
Since we wrote our first line of code in 1985, privately owned Systematic A/S has grown to an international software house with more than 1000 colleagues with 27 different nationalities, spread across offices in 11 countries and with customers all over the world. Our goal is simple: To improve the world with exceptional software. We deliver software and system solutions for customers within the public sector, the health sector, the defence, the police, the financial sector and the service sector and there are more than 1.000.000 users’ worldwide. We work on a foundation of trust, where we have freedom and responsibility for making decisions in our everyday lives. We are dedicated to making a difference and dare to challenge technology, each other and ourselves. As a new employee at Systematic, helpful colleagues welcome you, and you can look forward to both a mentor arrangement and all the support you need. Together, we can develop and fulfil your potential and make Systematic even better.