Description
RSA Scandinavia is the regional Scandinavian division of RSA, operating in Sweden as Trygg-Hansa, and in Denmark and Norway as Codan. RSA Scandinavia is Scandinavia’s fifth largest insurance company (the third largest insurer in Sweden and Denmark, and the sixth largest in Norway) with 3,100 employees. Through RSA’s global structure with operations or partner representation around the world, Codan/Trygg-Hansa has access to an extensive international knowledge bank.
Incident Manager for RSA Scandinavia, based in Denmark
We are looking for an Incident Manager to hold the responsibility for the Danish Application Portfolio in RSA Scandinavia (Codan, Trygg-Hansa, and Codan Forsikring). The main focus of the role will encompass the whole Scandinavian portfolio.
The role
The main objective is to manage the process to restore normal service at interruptions as quickly as possible to minimize the impact to business operations. The role demands seamless interactions with both Business and IT, and we are therefore seeking a semi-technical person with a passion for the intersection of Technology and Business. You must understand the importance of having business-critical applications up and running 99,9% of business hours.
In this role you will be in the centre of events. You will be communicating with people at all seniority levels throughout the business, daily users as well as C- level management.
IT Operations is a newly re-structured part of our organisation, in which you now have the opportunity to be involved in laying the foundation.
Among other things, the tasks in the role include:
Drive the efficiency and effectiveness of the Incident Management process
Record and classify received Incidents, and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Ensure that all incidents follow the agreed process from logging to closure
Be on call to be able to ensure compliance of the IM process and SLA targets
Monitor and review the achieving of goals for the IM process and make recommendations for improvements to the process owner and the CSI Manager
Ensure compliance and maintenance of the IM process
Ensure that status information regarding incidents with high priority (Major, Prio 1 and 2) is communicated to affected customers, users and internally within IT
Be part of on-call MIM schedule
Keep users informed about their Incidents’ status at agreed intervals
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Verify resolution with users and resolve Incidents in ITSM tool
Escalate Major Incidents to the Incident and/or Problem Manager
Escalate Incidents at risk of breaching Service Level Agreement
The role is based in Copenhagen. You will report to Head of Availability Services.
Your profile
In this role, you will need to have a solid understanding of all the aspects of IT, including the bigger picture. We therefore believe you bring at least five years of experience within IT, but you do not necessarily need to have a technical IT education. You have experience from working with outsourcing in a multi-vendor setup, as well as experience from working with offshore- and nearshore vendors. ITSM is not a requirement but a good base – we are transforming towards an Agile Delivery model, and will over time transform to DevOps. Having a business background would be a plus, as the role requires both IT and business understanding.
To succeed in the role, you need the ability to keep calm under pressure, and think fast to resolve and restore services within a business. Your communication skills have to be excellent, both in spoken and written English as well as in at least one Scandinavian language. Flexibility is needed, as we are supporting Business Applications internally between 07-22, and Online 24/7. Working remotely is a must, both due to COVID-19 and as your colleagues are based in Stockholm, Malmö, and Oslo, in combination with our vendors being placed globally.
What we offer
The opportunity for a career in a well-established, yet changing, fast-paced and dynamic insurance company, in which we cooperate cross borders on a Scandinavian level. You will join a team, counting 7 committed colleagues, characterized by a high degree of professionalism, openness and willingness to make a difference.
About us
Our goal is to be the insurance company our customers and employees would like to recommend to others. We believe that "Insurance is worth doing properly". It places great demands on the quality of the solutions we offer customers - and on each of us in terms of cooperation, competence and commitment.
For any queries around the position, please contact Head of Availability Services Johan Henriksson at +46 701 168 2590 or e-mail johan.henriksson@trygghansa.se. We process applications on a continuous basis, why we encourage you to send your application and CV as soon as possible. Last date to apply is the xxth of October, 2020.
Read more about Codan on www.codan.dk.
Follow us on Facebook: www.facebook.com/codanforsikring
LinkedIn: www.linkedin.com/company/codan-forsikring/