Major Incident Response Lead

Scandinavian Airlines System Denmark -Norway-Swe; Solna kommun; Hybrid; SEK 700,000 - 950,000; Full time

Benefits offered by this job

6-month probation

Onsite in Stockholm/Copenhagen with 일부

Remote flexibility

Job summary

Scandinavian Airlines System SAS is seeking an Incident Manager to coordinate responses to major IT incidents, ensuring rapid service restoration and clear stakeholder updates. You will lead cross-functional teams across IT Operations, Infrastructure, and suppliers in a structured, calm manner.

The role emphasizes decision-making under pressure, incident playbook development, and continuous improvement of incident handling processes within a 6-month probation period.

Qualifications

• Experience managing incidents in a large, complex IT environment.
• Strong understanding of ITIL Incident Management with working knowledge of Problem and Change Management.
• Experience coordinating multiple technical teams and suppliers during high-pressure situations.
• Excellent communication skills, including updates to technical teams and senior stakeholders.
• Ability to make structured decisions with incomplete information and stay calm during disruptions.
• Experience with ServiceNow or similar ITSM platforms.

Responsibilities

• Lead and coordinate the response to major IT incidents until services are restored and stabilized.
• Assess business impact and urgency, ensuring the right technical teams and suppliers are engaged quickly.
• Facilitate incident bridges and coordinate actions, escalations, decisions, and communications throughout the incident lifecycle.
• Maintain focus on service restoration while supporting investigation, workaround, and recovery activities.
• Provide timely and audience-appropriate communication to business stakeholders, operational teams, and IT leadership.
• Escalate incidents to senior leadership, suppliers, and external partners when required.
• Ensure incident records, timelines, decisions, and communications are accurately maintained in ServiceNow.
• Drive handover to Problem Management and support Root Cause Analysis and post-incident reviews.
• Monitor incident trends, recurring issues, and response performance for improvements.
• Develop and maintain incident playbooks, communication templates, readiness exercises, and procedures.
• Contribute to strengthening SAS incident response capabilities and service management practices.

Skills

Incident management

Stakeholder management

Communication skills

Structured decision making

Calm under pressure

Education

ITIL certification

Tools

ServiceNow

ITSM

Change Management

Job description

Scandinavian Airlines System SAS is seeking an Incident Manager to coordinate responses to major IT incidents, ensuring rapid service restoration and clear stakeholder updates. You will lead cross-functional teams across IT Operations, Infrastructure, and suppliers in a structured, calm manner.

The role emphasizes decision-making under pressure, incident playbook development, and continuous improvement of incident handling processes within a 6-month probation period.