Job summary
This role involves leading incident response and managing service health for analytics service offerings. The Incident Commander will coordinate resources, manage incidents ranging from small to large-scale outages, and ensure timely resolution while maintaining customer focus. The position requires operating within a global shift rotation to provide on-call coverage during local day-time hours including holidays and weekends.
Location and work setup
- Location
- Oslo
- Work setup
- On-site
Responsibilities
Lead management of incidents from basic issues to large-scale outages affecting customers. Act as the customer advocate to focus on mitigation. Participate in a global 'Follow the Sun' shift rotation providing local coverage and on-call availability. Engage with IT groups and business partners to restore services and minimize impact, meeting SLA targets. Communicate incident status across organizational levels including senior leadership. Document incidents, maintain timelines, and conduct post-incident reviews. Identify and lead continuous improvement initiatives, including process development and updates. Manage relationships with incident participants and partners to enhance collaboration.
Qualifications
Bachelor's degree in computer science or related technical field, or equivalent experience. Demonstrated success in incident management and continuous improvement. Strong understanding of IT service management principles; ITIL certification preferred. Experience in technical problem-solving and managing crises. In-depth knowledge of IT concepts including cloud, networking, and system administration. Excellent communication and organizational skills. Ability to work independently in fast-paced environments with strong teamwork orientation. High professional ethics with honesty, integrity, accountability, and emotional intelligence.