Incident Manager

Tietoevry Banking is the leading financial services software and solution partner in the Nordics. We offer modular, pre‑integrated Banking‑as‑a‑Service solutions and market‑leading software for core, payments, credit, cards, financial fraud, and wealth. With our scale, expertise, and specialization, we empower financial institutions to enhance agility, efficiency, and accelerate digital transformation.

You will join our Service and Support organization, responsible for delivering top‑edge services to customers running our software as SaaS and on‑premises. Our support teams are in Sweden, Serbia, and India, and we are building a new team in Riga. We collaborate closely across locations and functions.

The role focuses on governance and execution of Incident Management, including Major Incident Management, to secure maximum availability and performance of critical production systems and services.

When joining Tietoevry Banking as an Incident Manager

· You join a skilled team of Service and Support experts, where you learn new things with your colleagues.

· Responsible for the end‑to‑end Incident Management process, ensuring governance is defined, communicated, and adhered to.

· Lead Major Incident (P1) and high-profile P2 incidents.: establish/host incident bridges, mobilize the right technical resources, and drive swift decision‑making to restore service.

· Maintain clear, timely stakeholder communications during incidents, including customer updates and executive summaries.

· Design and monitor process adherence to ensure accurate categorization, prioritization, and documentation of incidents in the ITSM tool

· Verify resolution quality and formal closure.

· Conduct post‑incident reviews and ensure lessons learned are captured, tracked, and handed over to Problem Management where appropriate.

· Monitor performance against SLAs/OLAs and drive continuous improvements to reduce time‑to‑restore and incident recurrence.

· Collaborate closely with Service Desk (1st line), specialist support teams (2nd line), Security, and product/engineering to enable fast recovery and sustainable fixes.

· Interact with Change and Problem management to ensure coordinated service deliveries.

· Participate in customer operational meeting on an as-needed basis.

· Reporting to Head of Customer Service and Support.

Who we are looking for

· You have a relevant university degree in information technology, engineering, or a related field.

· ITIL 4 Practitioner: Incident Management certification or verifiable job experience in incident management is required.

· Demonstrated experience leading major incidents in complex, multi‑vendor environments.

· Strong understanding of ITSM tools and processes and how they relate to regulated financial‑services environments (knowledge of ISO frameworks is beneficial).

· You are a person who easily documents processes and routines and can instruct and train others.

· You are fluent in English, both verbally and in writing. Knowledge of Latvian, Swedish, or Serbian is a plus.

Personality Profile

· Calm Under Pressure: Maintains composure during high‑stakes incidents, enabling clear thinking and decisive action.

· Strong Communicator: Delivers clear, concise updates; actively listens and adapts messaging for different audiences.

· Leadership & Influence: Leads cross‑functional teams without formal authority, fostering collaboration and trust.

· Analytical Mindset: Quickly assesses complex situations, prioritizes effectively, and drives root cause analysis.

· Resilient & Stress‑Tolerant: Handles pressure and setbacks professionally, sustaining team momentum.

· Customer‑Focused: Balances technical resolution with business impact and end‑user experience.

· Organized & Detail‑Oriented: Manages multiple incidents and escalations; ensures accurate documentation and follow‑up.

· Adaptable & Curious: Embraces change, learns from every incident, and seeks continuous improvement.

Ideal behavioral style: A proactive problem‑solver who thrives in dynamic environments, communicates with clarity, and inspires confidence during critical situations.

We offer

We offer you professional growth, meaningful projects, open culture, and an outstanding work‑life balance. You will help shape the future of a growing, fast‑developing, and important sector. We believe our culture—built on openness, trust, and diversity—enables you to be successful. We provide a flexible hybrid work model and embrace curiosity and continuous learning as a lifestyle.

Did we get you inspired?

We look forward to your application Interviews will be held continuously, so we encourage you to apply today. For more information or questions, please contact our Talent Acquisition team at [email protected].

Location: Primary – Riga, Latvia. Secondary – Kalix, Skövde, Stockholm (Sweden).

On specific positions we might perform background checks.

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion )