At NOBA, we’re creating an IT environment that supports our business with reliability and efficiency. To help us achieve this, we’re looking for a skilled Incident & Problem Manager to oversee the full lifecycle of IT Incidents and Problems. If you thrive on tackling complex challenges, coordinating across teams, and keeping systems running smoothly, this could be your next opportunity.

About the role

One of your responsibilities will be managing Major Incidents, working to minimize disruptions to NOBA’s business operations and ensuring issues are resolved quickly. You’ll take charge of follow-ups, reporting, and root cause analysis to prevent incidents from recurring; while ensuring they are properly addressed through the Problem Management process.

Additionally, you will have some basic responsibilities as a Change Manager, ensuring that changes in our IT environment are well-organize. You’ll also lead efforts to improve service management practices, driving operational efficiency and ensuring compliance with internal and external reporting standards. Here is what you’ll focus on:

Incident Management:

• Lead IT incident investigations and resolutions to minimize their impact on our business operations.
• Provide clear, timely updates to stakeholders during Major Incidents, ensuring SLA are met.
• Conduct post-incident reviews to capture insights and create actionable improvement plans.
• Analyze incident trends and prepare reports to identify areas for process improvement. Produce regular and ad-hoc incident reports, analyzing performance metrics, trends, and improvement opportunities.
• Develop strategies to prevent recurring high-impact incidents and integrate findings into Problem Management.

Problem Management:

• Manage the Problem Management process to address recurring IT Incidents ensuring and that they are identified and resolved.
• Investigate root causes by analyzing data and collaborating with technical teams to pinpoint the source of the problem
• Work closely with IT Support, development, and operations teams to implement long-term solutions.

Change Management:

• Review and document change requests (RFCs) and lead weekly Change Advisory Board (CAB) meetings.
• Maintain and manage the Change Calendar to ensure internal and external changes are properly scheduled and tracked.
• Conduct post-implementation reviews after implementation.
• Keep all change-related documentation current, including instructions and guidelines up to date.

We are looking for you who have:

• A degree in IT, Computer Science, or a related field.
• At least five years of experience managing IT Incidents and Problems, ideally in banking or financial services.
• Strong technical understanding with the ability to perform initial investigation of incidents and drive resolutions within complex environments
• An understanding of ITIL processes and experience with platforms like ServiceNow or Jira.
• Full proficiency in both Swedish and English (spoken and written)
• Are a problem-solver, stay calm under pressure, and can navigate fast-paced, high-impact situations.
• An understanding of the organization's IT environment is crucial to diagnose and resolve incidents effectively.

We appreciate creativity, critical thinking, and persistence are to identifying and resolving both Incidents and Problems. You should be able to think outside the box and explore innovative solutions to recurring issues.

Strong communication skills are necessary for relaying information to technical teams, vendors, users, and other stakeholders. You need to be able to explain complex technical issues in a clear manner, ensuring that everyone involved understands the situation.

In addition to this, it is important to us that you recognize yourself in our values: we are wholehearted, we collaborate and we take the lead.

Practical information:
Start: By agreement
Location: Gävlegatan 22, Stockholm
Form of employment: Permanent employment (6-month probationary period)
Extent: Full time
Working hours: 08:30-17:00 (June-August: 08:30-16:00)
Fixed wage 💰

Have you heard of NOBAVERSE?

In our NOBAVERSE, we value openness, trust, and diversity. Here, you can influence your own development and have fun along the way to achieving our goals – all in a workplace that’s a little extra bubbly! ✨

Read more about our employee value proposition on our careers page.

We strive for diversity of knowledge and experiences among our employees and welcome all applicants who are qualified for the position. We are committed to a recruitment process free from discrimination that provides equal opportunities for all.

What happens when you have submitted your application?
The number of steps in the recruitment process may vary depending on the position you are applying for, but we always try to keep the process as short and concise as possible, to protect your application experience. You can read more about how our recruitment process works in the FAQ. 

If you have any questions or concerns about the position, please contact Talent Acquisition Partner Sarah Wahlstedt Corméry at sarah.wahlstedt.cormery@nordax.se 

We look forward to receiving your application! 🙏✨

NOBA Bank protects your privacy and, with reference to the GDPR, would like to ask you not to include any sensitive personal data in your application. Examples of sensitive personal data can be information about ethnic origin, political opinions, religious beliefs or information about your health, such as sick leave. If you have protected personal information, please inform the responsible recruiter so that we can handle your personal data correctly.