Incident Manager

Incident Manager – Be the Backbone of Our Customer Experience

Are you interested in enhancing customer experience by ensuring smooth and efficient incident handling? Are you motivated to work across teams to keep businesses connected?

At GlobalConnect, we connect people and businesses across the Nordics and Germany with reliable and secure digital infrastructure. As an Incident Manager, you will be instrumental in maintaining seamless experience for our business customers during incidents, ensuring they face minimal interruptions and receive fast resolutions.

About the role

As an Incident Manager in our Nordic Incident Management B2B team, you will oversee incident handling from start to finish, ensuring that our customers get a timely and efficient service recovery. You will be the go-to person for coordinating across our Service Desks in Denmark, Norway, and Sweden, as well as our specialized SmartConnect team.

Your focus will be on customer communication, technical troubleshooting, and proactive incident handling—making sure that issues are resolved efficiently and that customers receive clear and transparent updates.

What you’ll be doing

• Conducting daily morning meetings, planning work schedules, and distributing reported cases
• Monitoring ongoing incidents, ensuring progress and timely resolutions
• Keeping customers and internal stakeholders informed throughout the incident process
• Managing communication and coordination during incident situations
• Participating in customer meetings to provide reports and insights on incidents
• Ensuring high-quality messaging and updates for customers regarding faults and resolutions
• Contributing to process improvements and streamlining incident management together with our operations teams

Why join us?

You’ll be part of a professional, Nordic-wide team that takes pride in delivering high-quality customer support and incident handling. With offices in Stockholm, Copenhagen, Kristiansand, and Fornebu, we offer an international and collaborative environment where your work contributes to business continuity for our customers.

To perform well in this position, you’ll need:

• Experience in telecommunications or IT, with knowledge of network structures
• Effective communication skills and the ability to handle tasks with tight deadlines
• ITIL knowledge or certification
• Experience using MS Office and ServiceNow (or similar ticketing systems)

No need for a personal letter

Just send us your CV or LinkedIn profile – unless there's something we should know that isn’t already there.