Incident and Change Management Specialist

Orange Cyberdefense; Malmö kommun; On-site; SEK 520,000 - 660,000; Full time

Job summary

Orange Cyberdefense in Sweden seeks an ICM Specialist (Incident and Change Management Specialist) to join a five-year-old team of eight. You will handle incidents, service requests, and change coordination, working a three-shift schedule to support customers.

You will collaborate with cybersecurity technicians, monitor alerts, and help develop and document work routines while delivering high-quality customer service in a fast-paced environment.

Qualifications

• Experience with the Microsoft Office suite.
• Experience in Level 1 incident management and service request handling.
• Interest in cybersecurity and service management best practices.

Responsibilities

• Manage incoming customer requests by collecting and handling cases, incidents, and service requests.
• Perform the initial assessment of all incoming customer cases, resolve them when possible, or escalate.
• Respond to alerts from monitoring systems and coordinate responses.
• Coordinate the daily activities of cybersecurity technicians.
• Coordinate hardware replacements for customers and document activities.
• Develop and refine work routines and processes for the team.
• Create and maintain documentation of incidents and changes.

Skills

Microsoft Office

Incident management (Level 1)

Education

ITIL Service Management

Network+

Security+

CCNA

Job description

Our vision at Orange Cyberdefense is to contribute to a safer digital society by helping our customers prevent and manage different types of cyber threats. We are all passionate about cybersecurity and work together to support our customers throughout their security journey.

Your role as an ICM Specialist (Incident and Change Management Specialist)

In this role, you will work together with eight colleagues in a team that was established five years ago with the aim of improving the service we deliver to our customers. You will play an important role in supporting our customers, and we are looking for someone who is passionate about customer service and incident management. This position involves working a three-shift schedule (morning, afternoon, and night).

Examples of responsibilities

• Manage incoming customer requests by collecting and handling cases, incidents, and service requests.
• Perform the initial assessment of all incoming customer cases, resolve them when possible, or escalated them to the appropriate department.
• Respond to alerts from our monitoring systems.
• Coordinate the daily activities of our cybersecurity technicians.
• Coordinate hardware replacements for our customers.
• Contribute to the development of work routines and processes.
• Create and maintain documentation.

Who are we?

Orange Cyberdefense is Sweden's leading cybersecurity company. Our vision is to contribute to securing the digital society. We provide our customers with services across a wide range of areas, from in-depth technical solutions such as SOC, firewall solutions, technical threat analysis, vulnerability management, and SIEM, to broader services such as security governance and management, risk modeling, and risk analysis. We have 2,700 colleagues globally, including 400 colleagues in Sweden.

At Orange Cyberdefense, we are all different but share a passion for cybersecurity — and that is our greatest strength. We are proud of our differences, experiences, and backgrounds, and we firmly believe that we need to include everyone in order to provide solutions that work for everyone. That is why we ensure that all applications are handled fairly and equally.

Why should you join us?

• The opportunity to work alongside some of the industry's most dedicated cybersecurity experts and with market-leading technology.
• A flexible working environment with excellent opportunities for professional development.
• A Challenger culture that encourages curiosity, initiative, and knowledge sharing.
• We help secure the IT environments of large international companies.

Who are you?

We are looking for someone who loves delivering high-quality service and thrives in a Challenger culture where there are many things happening at once. You have previous experience working with the Microsoft Office suite and experience working at Level 1 with incident management.

Experience or certifications in any of the following areas are considered an advantage:

• ITIL Service Management
• Network+
• Security+
• CCNA

Additional information

We recruit continuously and will fill the position as soon as we find the right person.

Orange Cyberdefense – Together, we build a safer digital society.