IT Incident Manager (Incident Commander)

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!´

DESCRIPTION

We’re on a journey of growth and development, and we’re looking for an IT Incident Manager to oversee the entire lifecycle of IT and Security incidents across Sinch’s organisation. Your role is critical in minimizing the disruptions of incidents to business operations by ensuring incidents are effectively triaged, escalated, and resolved in a timely manner. You’ll, lead continous improvement efforts in our incident management processes and service management practices, with a focus on enhancing ITIL framework adoption.

This role is based in Stockholm, Sweden, functions under a hybrid model, and reporting to the VP, IT Business Operations.

Incident Management:

• Lead the identification, investigation, and resolution of IT and Security incidents.
• Ensure timely triaging and accurate classification of incidents, escalating as needed.
• Oversee the incident resolution process to ensure SLAs and business expectations are met.
• Communicate effectively with stakeholders during major incidents, providing clear and timely updates.

Continuous Improvement:

• Analyse incident trends and generate insights to improve processes and prevent recurrence.
• Implement proactive strategies to reduce the impact and frequency of high-severity incidents.
• Collaborate with teams to drive improvements in incident response efficiency and quality.

Stakeholder Management:

• Work closely with IT, Security, and cross-functional teams to coordinate effective resolution and service recovery.
• Build strong relationships with internal and external stakeholders, promoting transparency and trust.
• Facilitate post-incident reviews (PIRs) to capture lessons learned and define actionable improvements.

ITIL and Service Management Uplift:

• Support the enhancement of ITIL-aligned service management practices across the organization.
• Provide leadership in the adoption of best practices for incident, problem, and change management.
• Mentor and guide teams in applying service management principles to strengthen operational maturity.

Reporting and Analytics:

• Produce regular and ad-hoc reports on incident performance, trends, and key metrics.
• Deliver insights and recommendations to senior leadership to inform strategic improvements.

REQUIREMENTS

We believe you excel at problem-solving, stay calm under pressure, and can navigate fast-paced, high-impact situations. You’re always looking for ways to improve processes and have a knack for communicating clearly with diverse teams.

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• 5+ years of experience in IT Incident Management; experience in broader Service Management roles is a strong plus.
• Strong technical acumen with the ability to lead initial incident triage and resolution across complex systems.
• Proven experience handling IT security incidents and following escalation protocols.
• Deep understanding of ITIL principles; hands-on experience driving ITIL adoption (ITIL certification preferred).
• Proficient with incident management tools and platforms such as ServiceNow, Atlassian, or equivalent.
• Exceptional communication and stakeholder engagement skills, with the ability to work across technical and non-technical audiences.

Our corporate language is English, please submit your application in English.

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey.  If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/.

No matter who you are, we hope you find an exciting path forward - hopefully with us!