Incident and Problem Manager

Office Location
Denmark - Glostrup, Sweden – Malmö

Employment Type
Permanent

Full Time/Part Time
Full Time

Who we are
At Ikano Bank, we believe work should feel meaningful and inspiring. Together, we create a great place to work where people are inspired to be the best they can be while contributing to a better life for our customers and the long-term success of the Bank. Guided by our Swedish heritage and values: common sense and simplicity, working together and daring to be different, we keep things straightforward and down-to-earth. If you like the idea of being part of a team that works hard, enjoys solving challenges together and dares to do things a little differently, you will feel right at home here.

Digital is the driving force behind the bank’s technology and innovation. We deliver secure, reliable, and competitive products that keep the bank ahead, while enabling growth and expansion into new markets. Digital is not just about keeping systems running—it’s about shaping the future of banking. This is where technology meets opportunity, and where talent drives global impact.

Purpose of the Job
The purpose of the Incident & Problem Manager role is to ensure the stability, resilience, and continuity of IT services by effectively managing high-priority incidents and problems

Responsibilities of the Job
- Lead the coordination and resolution of high-priority (P1/P2) incidents
- Facilitate communication between technical teams, service managers, suppliers, and business stakeholders during incidents
- Conduct post-incident reviews and ensure documentation of root cause and lessons learned
- Track and report on incident and problem trends, SLAs, and KPIs
- Drive continuous improvement of the incident and problem management processes, with special focus on automation and auto remediation incl AIOps
- Work with representatives from the architecture / development community to understand technical enabler work and plan for its realization
- Understanding the IT landscape (on-prem and cloud), the digital roadmap, business context and how to translate this into efficient IT operations
- Work closely with suppliers to streamline operational processes and improve performance
- Support audits and compliance activities related to service management

Education Level
Bachelor's Degree

Experience/Demonstrated Competencies
- Minimum of 5 years Experience in IT Operations working at an incident ownership or management level
- Experience navigating complex multi-vendor environments with outsourced/offshore teams.
- Familiarity with the financial sector or other regulated industries (preferred).
- Hands-on experience managing high-priority (P1/P2) IT incidents in complex environments.
- Proven track record in coordinating cross-functional teams including technical staff, service managers, suppliers, and business stakeholders.
- Experience conducting post-incident reviews and documenting root causes and lessons learned.
- Background in tracking and reporting on SLAs, KPIs, and incident/problem trends using ITSM tools (e.g., ServiceNow).
- Experience driving process improvements in incident and problem management, especially with automation and AIOps.
- Exposure to IT architecture and development environments, with ability to collaborate on technical enabler planning.
- Strong understanding of hybrid IT landscapes (on-prem and cloud), and how they support business operations.
- Experience working with external suppliers and offshore teams to optimize operational performance.
- Involvement in audits and compliance activities related to IT service management.

Language Competencies
- Fluent in spoken and written English.

Knowledge required
- ITIL Framework: Deep understanding of Incident and Problem Management processes and best practices.
- IT Infrastructure & Operations: Knowledge of on-premise and cloud environments (e.g., Azure, AWS), including networking, servers, and monitoring tools.
- Automation & AIOps: Familiarity with automation tools and concepts like auto-remediation and AI-driven operations.
- Service Management Tools: Experience with platforms such as ServiceNow, Jira, or similar for tracking incidents, problems, and changes.
- Root Cause Analysis Techniques: Ability to apply structured methods (e.g., 5 Whys, Fishbone diagrams) to identify and document root causes.
- SLAs, KPIs & Reporting: Understanding of service level agreements, key performance indicators, and how to interpret and act on operational metrics.
- Compliance & Audit Requirements: Awareness of regulatory standards and documentation practices relevant to IT service management.
- Business & IT Alignment: Ability to translate business needs and digital roadmaps into efficient and resilient IT operations.

Capabilities for this job
- Ability to lead and coordinate resolution efforts during high-pressure incidents with confidence and clarity
- Ability to balance business understanding with technical insight into IT applications and infrastructure.
- Skilled in communicating effectively with technical teams, suppliers, and business stakeholders across all levels
- Capable of driving continuous improvement initiatives and refining incident/problem management processes
- Able to align operational activities with the broader IT and business strategy, including digital transformation goals
- Strong interpersonal skills to build trust and influence across departments and external partners
- Ability to interpret data, identify patterns, and make informed decisions based on KPIs and incident trends
- Comfortable working in dynamic environments and managing multiple priorities under pressure, with the resilience to adapt quickly

What motivates you?
- Be the guardian of business continuity - keep services running and disruptions at bay.
- Lead the charge in transforming IT operations through smart automation and bold innovation.
- Join forces with diverse teams and partners to boost performance and build resilience.
- Shape the future with a forward-thinking organization that values long-term vision and inclusivity.
- Make a real impact in a critical function that drives customer satisfaction and operational excellence.

Ready to apply?
If this sounds like your kind of workplace, we would love to hear from you. You do not have to tick every single box. What matters most is your drive, your ideas and your willingness to grow with us. Our application process is simple. Just click on the Apply Button and we will get in touch with you soon. Apply today and let us build something different together. You want to know more about Ikano Bank? Check out our videos about culture, social/corporate responsibility and everyday working at the bank. For any questions, feel free to contact us at Se e-mailadresse på jobbank.dk .

Salary (per annum)
According to the market

Ikano Bank Benefits
Annual Social Day for all Employees
Favorable Conditions for Ikano Bank Products

Applications Close Date
06 Oct 2026